[Hiring] Customer Care Consultant @Employment Hero

Role Description

As our Customer Care Consultant – HR, you’ll be working with our growing customer support team based in the Philippines and will be instrumental in serving as a vital first line of support, helping clients resolve their HR 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.

Qualifications

• 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 SaaS, HR or similar tech organisations.
• Experience supporting Australian businesses.
• 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.

Benefits

• 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.