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Customer Experience Specialist

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Employment Hero

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Location:
Australia , Sydney ▼

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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), 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! What might your days look like As a Customer Experience Specialist, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their 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. The expected hours of the role are Monday to Friday from 6:30/7am - 3:30/4pm or 8:30am - 5:30pm your local time.

Job Responsibility:

  • 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
  • and testing in 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
  • Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team
  • 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 in accordance with service level agreements (SLAs)
  • Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights

Requirements:

  • Exposure to working in fluid, high change and high velocity environments
  • 1-2 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

Nice to have:

Relevant HR/Payroll Experience and/or Related Qualification

What we offer:
  • A generous budget for your home office
  • Cutting-edge tools and technology
  • Reward and recognition programs
  • Cashback offers and discounts on popular brands through our Swag app
  • Employee Share Option Program
  • Annual Global Gathering

Additional Information:

Job Posted:
January 08, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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