HR & Payroll Client Support Associate

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. 

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. 

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.  

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we’re not satisfied with being average.

This role 

As a Client Support Associate, you will be part of a collaborative, driven, and supportive team that’s always striving to provide the highest level of customer service, while continuously aiming for self improvement. As a Client Support Associate, your responsibilities would consist of: 

• Provide timely, accurate, and professional support to clients via email and video calls
• Troubleshoot and resolve client inquiries related to HR and payroll products, ensuring clear explanations and solutions for any technical or functional challenges 
• Offer support and guidance on navigating Employment Hero platform, ensuring clients understand how to use the system to meet their HR and payroll needs
• Provide assistance with payroll-related queries, including calculations, tax deductions, and compliance issues, in alignment with Canadian payroll regulations
• Work closely with the Implementation, Client Success, Risk and Compliance, Benefits teams, Finance, and Operations to ensure accurate and effective solutions for clients
• Maintain detailed and accurate records of client interactions and resolutions to ensure all issues are tracked and resolved effectively
• Act as a liaison between clients and internal teams, collecting feedback on system improvements and potential feature requests
• Contribute to the development and enhancement of internal processes, guides and manuals to improve support efficiency and client satisfaction
• Assist existing clients with KYC/ KYB when creating new accounts
• Generate and present monthly reports on implementation progress, client feedback, and potential risks to internal stakeholders
• Occasionally provide accurate and timely translations of written communications to support seamless interactions between stakeholders and clients.

Who you are 

To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring;

• Knowledge of Canadian payroll
• 1+ years of client support or client management experience
• Exceptional organizational skills to juggle multiple tickets simultaneously
• Analytical mindset with the ability to generate reports, track key metrics, and analyze pipeline performance
• Excellent interpersonal and communication skills to build trust with clients and internal teams
• A proactive, solution-oriented mindset with a passion for delivering an outstanding client :experience
• Tech savvy and possesses the ability to learn new platforms and software rapidly
• Experience working in a start-up or fast paced environment.

What we can offer

At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs 
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies 
• You’ll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities 

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 employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.