Payroll Customer Care Consultant – Remote (Australia)
Core
Support SMEs and their employees by resolving payroll and HR platform issues, ensuring accuracy, and guiding clients through system configurations and updates.
Role type
Senior Customer Care Consultant (Payroll/HR SaaS)
Builds
Employment Hero Employment Operating System for SMEs
Domain
HR Tech / Payroll / SaaS
Deliverable
client delivery
Required skills
Payroll or Financial Services industry experience, SaaS customer experience, Payroll/HR system administration (EH Payroll, KeyPay, QuickBooks), technical troubleshooting, problem solving, autonomous prioritization, verbal and written communication
Preferred skills
AI tool usage (ChatGPT, Gemini, CoPilot, Claude), experience with Zendesk and Salesforce
Technologies
Zendesk, Salesforce, ChatGPT, Gemini, CoPilot, Claude, EH Payroll, KeyPay, QuickBooks
Responsibilities
Respond to and resolve customer tickets, calls, and queries across email, chat, phone, and screen share; conduct/triage issues and assign or resolve; assist with post-go-live support and platform configuration; analyze product functionality and test to identify user errors or system logic issues; manage client and team HR escalations; collaborate on requirements gathering for post-mortems and workshops; escalate bugs or product logic concerns to Product Team; manage problem tickets with urgency; contribute feature requests and process improvements.
Seniority
Mid-to-Senior, hands-on IC