Customer Care Consultant - Payroll - Philippines - Remote

Employment Hero; Manila; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Remote-first environment

AI tools access

Annual Global Gathering

Learning & development

Home office allowance

Job summary

Employment Hero is hiring a Customer Care Consultant - Payroll to join our Philippines-based support team. You’ll handle post-go-live payroll queries through live chat, phone and tickets, ensuring accurate configuration and timely resolutions.

You’ll work in a remote-first environment with AI tools, collaborate with product and senior agents, and help customers from Australian businesses while maintaining high service standards.

Qualifications

• 3+ years of experience in fast-paced customer service/support across phone, live chat and email.
• Background in financial services, banking or payroll with familiarity in system configurations.
• Experience supporting Australian businesses.

Responsibilities

• Deliver post-go-live customer support across phone, live chat and tickets per SLAs.
• Troubleshoot product configuration, payroll, and compliance queries for the EH platform.
• Collaborate on bug escalations, tests, and Help Centre content.
• Use Zendesk, Salesforce and internal tools to maintain accurate records and follow-ups.
• Leverage AI tools to answer questions efficiently and streamline workflows.

Skills

Customer support

Financial services

Payroll

Australian businesses experience

AI tools usage

Tools

Zendesk

Salesforce

Job description

Who we are

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.

The EH Way

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

1. 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?
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. 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
4. We Live by Our Values - we role model our values 100% of the time
5. We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

As our Customer Care Consultant - Payroll, you’ll be working with our customer support team based in the Philippines and will be instrumental in serving as a vital first line of support, helping clients resolve their Payroll platform queries with care and professionalism and building confidence post-implementation.

Working hours: Monday to Friday from 8:30am - 5:30pm PH time

Your key focus areas will be

• Delivering high-quality post-go-live customer support across phone, live chat and ticketing channels in accordance with service level agreements (SLAs).
• Driving prompt resolution of product, configuration, and compliance queries related to the Employment Hero platform.
• Championing continuous service improvement by collaborating on bug escalations, system logic testing, and customer-facing Help Centre content.

This will include

• Post Go-Live Customer Support: Assist clients over live chat and tickets with platform updates, and basic configuration troubleshooting for the Employment Hero platform.
• Platform Logic Testing: Test product logic and functionality in system sandboxes to identify whether a client's issue stems from user error or a system bug/product logic issue.
• Escalation & Bug Management: Hand over and manage urgent problem tickets, and document/escalate software bugs and logic concerns in close collaboration with Team Leads, Seniors, and the Product squad.
• Workflow & Tool Usage: Leverage Zendesk, Salesforce, and internal tools for maintaining accurate records, ticket investigations, and referencing customer interactions and complaints.
• AI-Assisted Support: Actively use internal AI tools to answer customer questions efficiently and streamline daily workflows.
• Team Support & Knowledge Sharing: Gather details for post-mortems, collaborate with wider squads, and proactively contribute feature requests and Help Centre suggestions based on customer insights.

Who you are

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

• 3+ years of experience with proven results in a fast-paced customer service/support environment across phone, live chat and email.
• Background coming directly from financial services, banking or payroll, with familiarity in system configurations.
• Experience supporting Australian businesses.
• Comfortable reading and interpreting financial documents including statements, ledgers etc.
• Highly experienced and confident in phone based support roles.
• Hands-on experience using AI tools in your daily workflow (e.g., ChatGPT, Gemini, Claude) with an understanding of effective AI prompting.
• Strong problem-solving and troubleshooting skills, with the ability to manage competing priorities autonomously in fluid, high-velocity environments.
• Strong and polished verbal and written communication skills.
• Based in the Philippines with full working rights.

What we can offer

At Employment Hero, we don't just talk about a better way to work. We live it.

Joining Employment Hero means you'll:

• Work in a remote-first environment, giving you the autonomy to do your best work while delivering meaningful outcomes.
• Be trusted to own your work, make decisions, and have a real impact from day one.
• Access cutting-edge AI tools and technology that help you move faster, think bigger, and amplify your expertise.
• Surround yourself with ambitious, high-performing teammates who will challenge, support and inspire you to do the best work of your career.
• Enjoy a comprehensive benefits package, including generous parental leave, subsidised egg freezing, a home office allowance, and outstanding learning and development opportunities to support your growth.
• Connect with colleagues from around the world at our Annual Global Gathering. We've celebrated together in Thailand, Vietnam, Bali and Dubai, Australia and can't wait to meet in Singapore in September 2027.

Privacy and AI Notices

• We’re AI-first, so may use AI tools to review your applications and support our interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. These tools do not replace human judgment and the final hiring decision sits with our team.
• We verify candidate identity and location as part of our hiring process.
• At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/.