Customer Care Consultant
Employment Hero, New Zealand

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), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and 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!

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

Our Customer Care Consultants are responsible for gathering information and ensuring customers have continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.

You'll be responsible for:

• Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner.
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
• Proactively analyse and understand product functionality across the platform and logic in detail.
• Testing and using the platforms to identify user error/system logic and related root causes; by maintaining comprehensive awareness of product changes and enhancements.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve technical enquiries.
• Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
• Managing and being accountable for own workflow and working within first in first out (FIFO) and service level agreements (SLAs).
• Working with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes.
• Leveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints.
• Working to KPIs, metrics, goals and key results whilst also delivering quality customer service.
• Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights.

What you'll bring:

• Exposure to working in fluid, high change and high velocity environments.
• 2-3 years experience with proven results in a high volume customer service/support environment.
• Prior exposure to customer experience within a SaaS (Software as a Service) environment.
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities, working autonomously; requesting assistance where needed.
• Strong and polished verbal and written communication skills.
• High level of emotional intelligence and maturity.
• Relevant HR/Payroll Experience and/or Related Qualification (nice to have).
• Exposure to varied industries and business models eg owner operated, SME, large, flat structure and complex (nice to have).

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

Remote-first principles

At Employment Hero, we're not just working remotely; we're integrating flexibility and global reach into the heart of our daily operations.

We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.

Work your way

Every hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.

We’ve got your back

Whether you’re a seasoned remote-first pro, or a first-timer, you’re in good company. With 900+ heroes globally, team support and collaboration is at your fingertips.

But don’t just take it from us, here’s a quote from one of our Heroes:

Working for a company that has purpose and meaning is felt througho

Job Rewards and Benefits