HR SaaS Support Consultant - Remote & AI-Driven

Employment Hero; Manila; Remote; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Parental leave

Egg freezing support

Home office allowance

Learning & development

Annual Global Gathering

Job summary

Employment Hero is hiring a Customer Care Consultant - HR to join our Philippines-based team. You will be the first line of support, resolving HR platform queries with care and professionalism and building client confidence post-implementation.

Working hours: Monday to Friday, 8:30am–5:30pm PH time. You will handle post-go-live support across phone, live chat, and tickets, and collaborate on bug fixes and Help Centre content.

Qualifications

• 3+ years in fast-paced customer service/support across phone, live chat and email.
• Background in SaaS, HR or similar tech organisations.
• Experience supporting Australian businesses.
• Hands-on experience using AI tools (e.g., ChatGPT, Gemini, Claude) with AI prompting.
• Strong problem-solving and ability to manage priorities autonomously.
• Polished verbal and written communication.
• Based in the Philippines with full working rights.

Responsibilities

• Delivering high-quality post-go-live customer support across phone, live chat and ticketing channels in accordance with 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.
• Post Go-Live Customer Support: Assist clients over live chat and tickets with platform updates and basic configuration troubleshooting.
• Platform Logic Testing: Test product logic and functionality to identify user error vs. system bug.
• Escalation & Bug Management: Hand over urgent tickets and document bugs with Product team collaboration.
• Workflow & Tool Usage: Use Zendesk, Salesforce and internal tools for records and investigations.
• AI-Assisted Support: Use internal AI tools to answer questions and streamline workflows.
• Team Support & Knowledge Sharing: Contribute feature requests and Help Centre improvements.

Skills

Customer service

Communication

Problem solving

AI tools experience

Phone support

Tools

Zendesk

Salesforce

AI prompting

Job description

Employment Hero is hiring a Customer Care Consultant - HR to join our Philippines-based team. You will be the first line of support, resolving HR platform queries with care and professionalism and building client confidence post-implementation.

Working hours: Monday to Friday, 8:30am–5:30pm PH time. You will handle post-go-live support across phone, live chat, and tickets, and collaborate on bug fixes and Help Centre content.