HR & Payroll Client Support Associate

Job Description

<h3>Job Description</h3><p>Job Description<p>Who we are<p></p><p>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. </p><p>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. </p><p></p>The EH Way<p></p><p>At Employment Hero, we’re proud of our unique DNA, which we call The EH Way. </p><ol><li>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</li><li>We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy </li><li>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</li><li>We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission</li><li>We Live by Our Values - we role model our values 100% of the time</li><li>We Expect High Performance - we set a high standard and we’re not satisfied with being average.</li></ol><p></p>This role <p></p><p>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: </p><ul><li>Provide timely, accurate, and professional support to clients via email and video calls</li><li>Troubleshoot and resolve client inquiries related to HR and payroll products, ensuring clear explanations and solutions for any technical or functional challenges </li><li>Offer support and guidance on navigating Employment Hero platform, ensuring clients understand how to use the system to meet their HR and payroll needs</li><li>Provide assistance with payroll-related queries, including calculations, tax deductions, and compliance issues, in alignment with Canadian payroll regulations</li><li>Work closely with the Implementation, Client Success, Risk and Compliance, Benefits teams, Finance, and Operations to ensure accurate and effective solutions for clients</li><li>Maintain detailed and accurate records of client interactions and resolutions to ensure all issues are tracked and resolved effectively</li><li>Act as a liaison between clients and internal teams, collecting feedback on system improvements and potential feature requests</li><li>Contribute to the development and enhancement of internal processes, guides and manuals to improve support efficiency and client satisfaction</li><li>Assist existing clients with KYC/ KYB when creating new accounts</li><li>Generate and present monthly reports on implementation progress, client feedback, and potential risks to internal stakeholders</li><li>Occasionally provide accurate and timely translations of written communications to support seamless interactions between stakeholders and clients.</li></ul><p></p>Who you are <p>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;</p><ul><li>Knowledge of Canadian payroll</li><li>1+ years of client support or client management experience</li><li>Exceptional organizational skills to juggle multiple tickets simultaneously</li><li>Analytical mindset with the ability to generate reports, track key metrics, and analyze pipeline performance</li><li>Excellent interpersonal and communication skills to build trust with clients and internal teams</li><li>A proactive, solution-oriented mindset with a passion for delivering an outstanding client :experience</li><li>Tech savvy and possesses the ability to learn new platforms and software rapidly</li><li>Experience working in a start-up or fast paced environment.</li></ul><p></p>What we can offer<p>At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means</p><ul><li>You will work remotely, with the flexibility to own your time and impact</li><li>You will access cutting-edge tools to amplify your work, knowledge and outputs </li><li>You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life</li><li>You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies </li><li>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 </li></ul><p></p><p><em>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 </em><em><span >employmenthero.com/legals/applicant</span>-policy/</em></p><p><em>Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.</em></p></p></p>