Workday Certified Payroll Consultant

Intecrowd Llc; Toowoomba Regional; Remote; AUD 80,000 - 105,000; Full time

Job summary

Employment Hero is a remote-first company delivering an all-in-one Employment Operating System that combines hiring, HR, payroll and benefits. The Customer Care Consultant will support customers post-implementation, troubleshoot issues, and ensure success across Australia, using Zendesk and Salesforce to manage tickets and SLAs.

The role emphasizes a proactive, empathetic approach in a high-velocity, remote environment, with collaboration across product and support teams to deliver best-practice

Qualifications

• Relevant Australian Payroll or Financial Services industry experience.
• Prior exposure to customer experience within a SaaS environment.
• Experience setting up, implementing and/or administering payroll, HR or Recruitment systems (EH Payroll, KeyPay or QuickBooks Payroll a plus).
• Confident using AI tools (ChatGPT, Gemini, CoPilot, Claude, etc.) in daily work.
• Exposure to fluid, high change and high velocity environments.
• Empathetic approach that puts customers first.
• Strong problem solving with a thorough, structured method.

Responsibilities

• Gather information from customers and ensure continued support after implementing the Employment Hero product.
• Resolve customer tickets efficiently and effectively.
• Interact with customers across channels (email, chat, phone, screen share) to understand workflows and how the platform can support them.
• Escalate issues to the appropriate teams and collaborate with product/support to resolve.
• Utilize Zendesk, Salesforce and internal tools to maintain records and references per SLAs.
• Contribute to process improvements and education for customers.

Skills

Payroll experience

SaaS customer experience

HR/payroll systems

AI tools proficiency

Empathy & coaching

Problem solving

Tools

Zendesk

Salesforce

Job description

Payroll Customer Care Consultant – Remote (Australia)

Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since launching in 2014, we’ve grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform.

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

• We are Mission First – Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission?
• We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First – we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
• We Live by Our Values – we role model our values 100% of the time
• We Expect High Performance – we set a high standard and we’re not satisfied with being average

As a Customer Care Consultant, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.

This will include

• Support to clients after they ‘go-live’ by walking them through updates needed or how to troubleshoot in a variety of ways, such as platform configurations.
• Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner.
• Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processes.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Assist and collaborate with the wider support team to provide best practice system use and education to all our customers.
• Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
• Take on client and team HR escalations for our customers.
• Assist with requirements gathering to run post mortems and run internal support team workshops.
• Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
• Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible.
• Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs).
• Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.

To thrive at Employment Hero, you’ll need to embody The EH Way – operating with focus, agility, and an obsession with impact.

For this role, you’ll also bring

• Relevant Australian Payroll or Financial Services industry experience.
• Prior exposure to customer experience within a SaaS (Software as a Service) environment.
• Previous experience in setting up, implementing and/or administrating payroll, HR or Recruitment systems (knowledge of EH Payroll, KeyPay or QuickBooks Payroll is a plus!).
• Confident using AI tools such as ChatGPT, Gemini, CoPilot, Claude etc. in your flow of work.
• Exposure to working in fluid, high change and high velocity environments.
• Empathetic approach that always puts your customer’s needs first.
• Problem solving skills with a sound and thorough approach to