About the job
About Us
At Employment Hero, our mission is to simplify employment, making it easier and more valuable for everyone. Our comprehensive Employment Operating System integrates hiring, HR, payroll, and benefits into a seamless solution.
Since launching in 2014, we’ve experienced remarkable growth, achieving a valuation of $2 billion and expanding our presence across six countries: Australia, New Zealand, Singapore, Malaysia, the UK, and Canada. We proudly serve over 300,000 businesses and support more than 2 million employees worldwide.
The EH Way
Our unique company culture, known as The EH Way, defines how we operate:
- Mission-Driven: Every decision we make aligns with our core mission.
- Remote First: We embrace remote work, encouraging asynchronous communication and autonomy.
- AI First: AI is central to our operations, driving innovation and scalability.
- Apolitical: We remain neutral on political or social matters unless they impact our mission.
- Values-Driven: We exemplify our values consistently.
- Performance-Oriented: We set high standards and strive for excellence.
The Role
As a Customer Care Specialist in our Customer Experience team, you will play a crucial role in supporting our customers post-implementation of the Employment Hero HR product. Your responsibilities will include addressing customer inquiries through live chat and ticketing systems efficiently and professionally. You will ensure customer success by providing solutions and escalating issues to the appropriate teams when necessary. The expected working hours for this role are Monday to Friday from 10 PM to 7 AM local PH time.
Your Key Responsibilities:
- Timely resolution of customer tickets, live chats, and queries related to the Employment Hero platform.
- Collaboration with the broader team to deliver best practices and educational support to customers.
- Proactive analysis of product functionality to identify user errors and system logic issues.
- Conducting triage on customer support issues, resolving them or assigning them to the appropriate team.
- Escalating product bugs or functionality concerns as needed in collaboration with seniors and team leads.
- Engaging with customers across multiple channels (email, chat, phone) to understand their organizational workflows.
