Payroll Implementation Consultant - Guided

Our mission and where you fit in 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 your days might look like As a 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' 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. As a Guided Implementation Consultant, you'll be:

• Providing world-class customer service and implementation journey support, ensuring that you meet all portfolio targets and quality metrics.
• Delivering customer service support across omni channels and in 1:1 and 1:many formats.
• Identifying and sharing opportunities for improvement across all aspects of Guided Implementations, including the customer experience, Guided Implementations journey, processes, systems, and ways of working.
• Becoming an expert in your Employment Hero product, remaining up-to-date with new features, updates, and customer messaging.
• Leveraging journey data to proactively support our customers to self-implement with pace, expediting their time to value.
• Having 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 adhoc across channels and customer journey stages to ensure a seamless customer journey.
• Balancing providing technical troubleshooting and product navigation with product education across customer service delivery.
• Efficiently using systems, data, and insights to work across multiple customer implementations simultaneously at pace.
• Effectively managing customer objections, complaints, and churn requests; and escalating to relevant teams as required.
• Being the ‘voice of the customer’ and using your functional knowledge, experience, and insights to understand our product features and influence future product development.

What you will bring

• 2-3 years of functional experience aligned to product focus, or experience equivalent to Australian Payroll processing.
• Experience working in technical customer-facing teams; implementations, support, or customer success role.
• Ability to diagnose and answer complex technical queries.
• Understanding of customer needs and providing a level of support that meets them.
• Understanding of both performance and quality metrics, and the behaviours that influence them.
• Thriving in a fast-paced and high-volume environment, possessing a high level of intellectual curiosity, and having a goal-oriented mindset.
• Experience working within an omni-channel environment and capability to deliver service in 1:1 and 1:many formats.
• Comfort in high change environments and able to easily pivot and adapt to achieve business and customer goals.

Experience is important, but for us, the biggest measure of success is people who can live and breathe The 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.
• Cashback offers and discounts on popular brands through our app.
• 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. #J-18808-Ljbffr