Remote Payroll Customer Success Consultant

Employment Hero; Sydney; Remote; AUD 80,000 - 110,000; Full time

Benefits offered by this job

ESOP (employee share options)

Generous parental leave policy

Learning & development opportunities

WFH office expense budget

Annual Global Gathering

Job summary

Employment Hero, a global payroll and HR SaaS platform, is hiring a Customer Care Consultant. You’ll join the Customer Experience team to support clients after go-live, troubleshoot configurations and resolve tickets across email, chat, phone and screen share.

This role emphasizes autonomy in a remote-first, AI-enabled environment. You’ll collaborate with product and support, drive learning, and contribute to feature improvements while delivering exceptional service.

Qualifications

• Relevant Australian Payroll or Financial Services industry experience.
• Experience in SaaS customer support.
• Experience setting up payroll/HR/recruitment systems (EH Payroll, KeyPay or QuickBooks Payroll helpful).
• Comfort with AI tools in workflow (ChatGPT, Gemini, CoPilot, Claude, etc.).
• Exposure to high-change, fast-velocity environments.
• Empathetic, customer-first approach with strong communication.

Responsibilities

• Support clients after go-live by guiding updates or troubleshooting platform configurations.
• Respond to and resolve tickets, calls and queries about the Employment Hero platform.
• Engage across email, chat, phone, and screen share to understand client workflows.
• Triage issues and escalate to the right team when needed.
• Collaborate with the wider support team to share best practices and education.
• Analyze product functionality and test to identify user errors and root causes.
• Handle HR escalations and participate in post-mortems.
• Escalate bugs or product concerns with the Product Team.
• Manage problem tickets with urgency and coordinate with stakeholders.
• Use Zendesk, Salesforce to maintain records and adhere to SLAs.
• Suggest feature requests and improvements from customer insights.

Skills

Payroll experience

SaaS customer experience

AI tools proficiency

Communication skills

Prioritization/autonomy

Problem solving

Tools

EH Payroll

KeyPay

QuickBooks Payroll

Zendesk

Salesforce

Job description

Employment Hero, a global payroll and HR SaaS platform, is hiring a Customer Care Consultant. You’ll join the Customer Experience team to support clients after go-live, troubleshoot configurations and resolve tickets across email, chat, phone and screen share.

This role emphasizes autonomy in a remote-first, AI-enabled environment. You’ll collaborate with product and support, drive learning, and contribute to feature improvements while delivering exceptional service.