Payroll Onboarding Consultant at Employment Hero

Information Technology and Services, Customer Service, Full-time, Remote, Australia remote support full-time
Posted a month ago

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 Life at Employment Hero

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

This is an exciting time to join the team and be part of transformative change in the way we help customers onboard and adopt our platform. Our Onboarding Team within Customer Care is responsible for onboarding our direct customers across our low-mid market segments into the Employment Hero platform. We are looking for an experienced Payroll Onboarding Consultant to support further growth in the team.

This team works with small to medium businesses and work within our guided onboarding process to assist our customers to onboard Employment Hero smoothly, providing guidance and support to our customers to configure, learn and optimise the platform and our products functionality. As a Payroll Onboarding Consultant you will be at the centre of our Payroll customers journey during onboarding, working with the broader team to deliver the required outcomes for our customers. Within the team, your focus will be predominantly on working with our customers around complex system functionality and using your technical knowledge, guiding and educating them on how to configure their platforms for best practice and operationalising within their business.

From supporting customers with their platform configuration to using your Payroll and employment knowledge to rounding out and guiding them through how they can maximise our product suite for their organisation, this role is at the core of supporting product adoption and velocity to value.

Experience in a fast paced or start up environment and previous experience in onboarding of SAAS products are a must, along with experience working via omnichannel, webinars, booking tools. Experience with Salesforce, ZenDesk and project management exposure will be highly regarded. 

You must have a working knowledge of Australian employment and payroll legislation and an understanding of or exposure to payroll processing. This will be crucial to connecting the dots with our products, workflows and complexities of customer journey and experience when onboarding. Making informed decisions based on your knowledge whilst keeping the customer experience at the forefront of your decision-making.  

Reporting to an Onboarding Team Lead, this role is both exciting and challenging. Our platform and our business are constantly changing. To be successful, you will need to communicate effectively, collaborate with stakeholders, prioritise tasks, and drive outcomes. Day-to-day you'll work with our customers to ensure they have the knowledge and skills they need, to proficiently operate and administer our software, ongoing you’ll have exposure to change management and stakeholder engagement, and work with our customers who are not always the experts in employment and payroll legislative requirements.

As a Payroll Onboarding Consultant you’ll be responsible for;

Customer Delivery

  • Work across CRMs, screen share/virtual meeting platforms, email and inbound/outbound calls as required to support proactive and reactive customer work.
  • Undertake required admin to support project management of customer onboarding journeys via CRMs and other tools and systems as needed in line with SOP.
  • Responding to and resolving incoming reactive customer queries, predominantly of a complex nature.
  • Working with vertical teams to respond to and solve customer enquiries in a timely manner.
  • Testing and using the platform to identify user error/system logic and related root causes in order to validate platform knowledge to move through resolutions of cases.
  • Collaborate with vertical teams such as Product and Sales to move through BAU processes and escalate effectively to Onboarding Team Leads where appropriate.
  • From project management activities, use identified opportunities around customers Onboarding Journeys to proactively support as required.
  • Deliver and participate in live training webinars.
  • With the Payroll platform as the primary focus, be proactive in developing capability to navigate and expertise in our HR platform to support our customers seamlessly in using our products integrated.
  • Provide technical assistance to guide customers through their roadblocks during the onboarding process via 1:1 and 1:Many formats.
  • Effectively move through customer escalations and objection handles where appropriate.
  • Take technical and platform functionality and logic and translate into a plain language approach that helps customers to learn and in turn navigate our systems. 
  • Draw on operational and SME experience to consult with customers and bring together with your platform understanding to problem solve and provide best practice advice around system use. 

Innovation and Process Improvement 

  • Through your day to day workflow,  identifying trends and raise process, content, tools and resources  improvement ideas to Onboarding Leadership and relevant stakeholders. From customer interactions and asks and in line with processes, raise feature requests to capture product enhancement opportunities.
  • Proactively work to embed change, raising considerations or impacts appropriately and productively.

Collaboration and Communication 

  • Effectively collaborate with other Team Leaders, teams and departments. 
  • Foster collaboration to achieve the EH objectives.
  • Be able to convey information to customers, team members and stakeholders in a clear and understandable manner.
  • Work with the broader Customer Care Team to create a seamless customer journey.

Subject Matter Expertise 

  • Have an in-depth understanding and working knowledge of AU Payroll legislation and our system capabilities.
  • Be capable of growing foundational understanding and knowledge of NZ Payroll legislation and our system capabilities for both regions. 
  • Ensure the data in our business management systems (e.g. sales, support, project management) is accurate and current.
  • Ensuring service delivery is aligned with AU and NZ compliance with regulations and maintaining high-quality standards within the team. 

What will you bring 

    • Have 2-3 years background in any of the following - Payroll, HR, SaaS, systems onboarding, customer success, account management or customer facing technical support.
    • A working knowledge of and 1-2 years direct experience with Australian employment payroll legislation within an operational payroll environment. New Zealand in addition would be a plus!
    • Proven and consistent success within a high-volume and high-velocity environment.
    • Comfortable working to targets & KPIs.
    • Strong verbal and written communication skills with the ability to articulate and communicate persuasively about the messages we want to push, and those we want to avoid.
    • Experience working in a complex, high-growth, high change environment.
    • Experience in managing customer interactions through escalations or with difficult conversations/customer interactions.
    • Proven ability to identify and solve complex issues. This includes troubleshooting, root cause analysis, and collaborating  to implement effective solutions.
    • Enjoy building relationships with customers, influencing customer behaviour and delivering an outstanding customer experience.
    • Enjoy technical problem solving and system back ends.
    • Previous experience training or teaching in formal and informal frameworks and approaches.

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.

Life at Employment Hero

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 throughout the entire business. No one turns up to work just to get paid - we turn up to work because we care and take pride in what we do, but we also know how to create balance and flexibility in the important things in our life, such as family, friends and leading a lifestyle consistent with our values."

Plus you'll get to enjoy a number of great perks, including:

  • 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 and development (including an external study policy, live monthly professional development classrooms, and premium online learning content!)
  • Reward and recognition programs - because great work should be recognised and rewarded
  • Including Lightning Award for delivering quality work at speed and Values Champion Awards
  • Swag app cashback offers and discounts on hundreds of your favourite brands and products
  • Self, health, wealth and happiness programs
  • Social events and team celebrations
  • Employee Share Option Program: be an owner of Employment Hero
  • Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024

We also recognise that the same recruitment process doesn't fit all, so should you require any accommodations or adjustments, simply let us know.

Are we a match?

Upon applying, you can anticipate a thorough review of your application, followed by an engaging interview process. Successful candidates will have the opportunity to meet with relevant stakeholders, gaining valuable insights into the organisation and the role.

Not exactly the right fit for you?

  • If you’re excited about Employment Hero, but this role is not the one for you, we encourage you to explore our careers page, packed with many more great opportunities. 
  • Know someone who would be a great fit? Feel free to share the role with your network!

Note to recruiters: Employment Hero has a dedicated in-house recruitment team who are focused on finding the very best talent for our organisation and we kindly request that recruiters do not contact us regarding assisting with our job vacancies. While we appreciate your interest and expertise, we have everything we need in-house to attract and hire the right candidates for our team. Thank you.

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