Payroll Customer Support Consultant

At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 300,000 businesses globally, with 2 million+ users on the platform. We have no plans to slow down. 

There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!

What might your days look like 

Employment Hero provides an HR, payroll and benefits platform & service to small and medium-sized businesses.

Our Payroll Customer Support Consultants are partners to our clients and are responsible for gathering information and ensuring their continued support and success after implementing our Employment Hero HR and payroll product. In this role, you will be supporting our customers to ensure accuracy and correctness when resolving issues and guiding them to make educated decisions on the best solutions for their business.

Employment Hero's Support Consultants are our go-to authorities on UK employment standards and can quickly adapt to changes in technology and regulation. They are fantastic communicators who understand our customer's HR & payroll needs and can accurately convert that information to the payroll system configuration, by providing valued advice and exceptional service.

As our Payroll Customer Support Consultant, you’ll be responsible for:

• Provide functional systems administration and support, including management of system issues/incidents to ensure that users are supported with a prompt resolution
• You will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as pension set up and platform configuration
• Taking on client and team Payroll and HR escalations to resolve in a timely manner
• Assist with requirements gathering to run post mortem's and run internal support team workshops
• Assist with troubleshooting and client queries; coordinate closely with internal teams for a successful customer experience
• You will respond to payroll and HR related queries from internal support team members and external clients via email, phone, live chat the Employment Hero platform and from time to time video calls.
• You will help to build and continually improve documentation, and embrace new & existing technologies to improve the way we provide service, both for our customers and for our internal team of Support Specialists
• Manage and be accountable for your customer sentiment and scores across your interactions, including following up and understanding where these are received below benchmark
• Ensure product requirements are gathered accurately and are communicated transparently to the product squad
• Constantly review and improve our delivery processes
• Work with the wider business to drive forward continuous improvement initiatives
• As a subject-matter expert provide guidance and support to other team members as needed

What will you bring 

• 3-5 years of experience, both client facing and processing
• Have a knowledge of current legislative payroll requirements pertinent to country being implemented
• Creation and maintenance of content to educate with new products and assist with supporting our customers.
• Payroll or HR experience required to understand the complexities and needs of our customers.
• Previous experience in administering HR/ payroll systems
• Knowledge of different HRIS and/or payroll systems.
• A confident and engaging communicator who is comfortable building relationships with a variety of people.
• Must have UK employment legislation and regulations knowledge.
• Well-organised approach to your work means you can juggle multiple priorities and deadlines.
• An attitude that always puts your customer's needs first.
• The ability to identify issues or problems early on and work collaboratively with your team to remove roadblocks and fix problems.

Experience is important, but for us the biggest measure of success is people who can live and breathe our EH Way of working. Show us what you can bring to the table, and we’ll empower you to let your talents shine.

The EH Way

The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page:

In short, you’ll love working with us if:

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.

Plus, you’ll get to enjoy a number of great perks, including: 

• A generous budget for your home office.
• Cutting-edge tools and technology.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content).
• Employee Share Option Program: be an owner of Employment Hero.
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali and are excited to meet in Dubai in 2025.

Are we a match? 

Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

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:

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

Note to recruiters: Employment Hero has a dedicated in-house recruitment team who are focused on finding the very best talent for our organisation and we kindly request that recruiters do not contact us regarding assisting with our job vacancies. While we appreciate your interest and expertise, we have everything we need in-house to attract and hire the right candidates for our team. Thank you.

#LI-Remote

#LI-DA1