Payroll Implementation Consultant (Self-Guided)

Who We Are

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

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The Eh Way

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

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by 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 are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we’re not satisfied with being average

This Role

As a Self-Guided Implementations Consultant, you play a pivotal role in our customers first introduction to Employment Hero. With your deep understanding of our platform and significant customer service experience, you are responsible for leveraging insights around our customers' Self-Guided Implementations journey to provide strategic proactive support. You’ll surprise and delight our customers across their journey and support customers in self implementing, adopting and launching the Employment Hero platform with ease.

Your key focus areas will be to:

• Provide world class customer service and implementation journey support, ensuring that you meet all portfolio targets and quality metrics
• Deliver customer service support across omni channels and in 1:1 formats
• Identify and share opportunities for improvement across all aspects of Self-Guided Implementations, including the customer experience, Guided Implementations journey, processes, systems, and ways of working

This Will Include The Following:

• Become an expert in the Employment Hero product, remaining up-to-date with new features, updates, and customer messaging
• Leveraging journey data, proactively work to support our customers to self implement with pace, expediting their time to value
• Have a solutions focus, seeking out and acting on opportunities to remove blockers, assist with adapting organisational processes and/or understanding product logic and use as tools to set them up for success
• Working with broader Implementations and Customer Care Team ad hoc across channels and customer journey stages to ensure a seamless customer journey
• Balance providing technical troubleshooting and product navigation with product education across customer service delivery
• Efficiently use systems, data and insights to work across multiple customer implementations simultaneously at pace.
• Effectively manage customer objections, complaints, and churn requests; and escalate to relevant teams as required
• Be the ‘voice of the customer’ and use your functional knowledge, experience and insights to understand our product features and influence future product development

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:

• 2 - 3 years functional experience aligned to product focus, or experience equivalent to; Australian and/or NZ Payroll processing, HR Knowledge
• You have experience working in technical customer-facing teams; implementations, support or customer success roles.
• You are able to diagnose and answer to complex technical queries
• You are able to understand customer needs and provide a level of support that meets them
• You understand both performance and quality metrics, and the behaviours that influence them
• You thrive in a fast-paced and high volume environment, possess a high level of intellectual curiosity, and have a goal-oriented mindset
• You have experience working within an omni channel environment and have capability to deliver service 1:1
• Be comfortable in high change environments and able to easily pivot and adapt to achieve business and customer goals

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 will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes: a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.