Customer Operations Manager - SaaS at Employment Hero

Information Technology and Services, General Business, Full-time, Remote, Sydney, New South Wales, Australia sydney remote full-time
Posted 23 days ago

Employment Hero is an Australian tech unicorn - valued at over $1 billion. Our world-class software is the easiest way for small to medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We've grown 100% year on year since inception, and expanded globally in late 2020. We now service over 80,000 businesses and we will continue to grow rapidly in 2022 and beyond.

We believe in distributed employment and take a ‘Remote First' approach with our team. Employment Hero can hire across the globe, assuming that candidates have eligible working rights and are in a suitable timezone. If you've got the skills for the role and the passion for our mission then we want to hear from you!

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

About the role

As our Customer Operations Manager, you'll play a key role in driving the effectiveness and efficiency of our CX teams (Customer Support, Customer Success, Implementations and Customer Experience Transformation).

Your day-to-day activities will range from Strategic Planning, Project Delivery, Business Process Optimisation and System Administration - requiring a mix of analytical thinking, problem solving and cross-functional collaboration.

To be successful, you'll need to get deep into (sometimes ambiguous!) data, so that you can understand the business, rapidly diagnose issues and formulate solutions. Intellectual curiosity, an eagerness to learn, and a bias for action are essential.


  • Be a strategic business partner to our Customer Support, Customer Success, Implementations and Customer Experience Transformation teams
  • Interpret key performance metrics and deliver insights & recommendations
  • Execute projects to improve our customer experience and operational efficiency
  • Manage and continuously improve our CRM, in-app messaging, support and project management tools
  • Be a key driver of cross-functional collaboration amongst Customer Success, Support and Professional services essential to driving Customer Experience and Satisfaction


  • 5+ years of experience in an analytically intensive role within a startup, technology company or management consulting environment
  • Prior experience in Customer, Sales or Revenue Operations
  • Experience using industry-leading CRM, in-app messaging, support and project management tools
  • Experience working closely with senior leaders, prior exposure to high-growth work environments, and a strong understanding of SaaS business models and customer experience principles
  • Comfortable and flexible working in a fast-paced environment

These things would be an added bonus - but they aren't required!

  • Prior experience implementing or certification in ITIL frameworks and methodologies


  • Self, health, wealth and happiness programs
  • Remote-first and flexible working arrangements
  • A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We’ve got you covered!)
  • We set you up for success with the latest and greatest hardware, tools and tech
  • Learning & development (including an external study policy, live monthly professional development classrooms, and premium online learning content!)
  • Social events to get to know your new colleagues
  • Quarterly & yearly team celebrations
  • Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

* Raised $181M achieving unicorn status February 2022

* LinkedIn Top 25 Startups 2021, ranked #2 in Australia

* The Australian Top 100 Innovators List 2021

* Raised $140M Series E round led by Insight Partners July 2021

* Raised $45M Series D round led by Seek 2021

* Deloitte Technology Fast 50 2020, ranked #42 in Australia

* LinkedIn Top 10 Startups 2020

* Raised $22M Series C Round led by Seek July 2019

* Raised $8 mill series B round led by Seek and OneVentures

* Deloitte Technology Fast 50 2019, ranked #20 in Australia

* GetApp Category Leader Q1 2019

* Deloitte Technology Fast 50 2018, ranked #12 in Australia

* HRD Gold Medalist - Human Capital Management Systems 2018

* HRD Gold Medalist - Rewards and Recognition Service Provider 2018

* HRD Rewards and Recognition Employer of Choice 2018

* LinkedIn Top 25 Startups 2018

* EY Entrepreneur of the Year National Finalist 2018