Customer Care Specialist (UK) – Remote (Philippines)

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. 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. - Remote First: We champion a remote environment with a preference for asynchronous communication and a high degree of autonomy. - 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. - Apolitical: We do not take a position on political or social topics unless it relates to our Mission. - Living by Our Values: We role-model our values 100% of the time. - Expecting High Performance: We set a high standard and we’re not satisfied with being average. This role As a Customer Care Specialist, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero HR product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care and escalating to the appropriate teams where necessary. This role works Monday to Friday from 3.30PM - 12.30AM (April - October) and 4.30PM - 1.30AM (November - March). Your key focus areas will be: - Responding to and resolving customer tickets, calls, and queries related to the Employment Hero HR Platform in a timely manner. - Assisting and collaborating with the wider squad and support team to provide best practice system use and education to all our customers. - Proactively analyzing and understanding product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements. - Conducting/triaging customer support issues and assigning to the appropriate team or resolving where possible. - Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads. - Working with customers across multi-channels (email, chat, phone) to understand their organizational workflow and how the platform can support them to maximize their people processes. - Leveraging Zendesk, Salesforce, and other internal tools for maintaining records, ticket investigations, and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs). - Proactively contributing feature requests and Help Centre suggestions, where warranted, using customer insights. 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: - 1-2 years of experience with proven results in a fast-paced customer service/support environment across live chat and email. - Prior exposure to customer experience within a SaaS (Software as a Service) environment. - Actively using AI tools such as ChatGPT, Gemini, Claude, etc., in your day-to-day work. - Exposure to working in fluid, high-change, and high-velocity environments. - Problem-solving skills with a sound and thorough approach to troubleshooting. - Ability to manage competing priorities, working autonomously, and requesting assistance where needed. - Strong and polished verbal and written communication skills. - Preference for working Monday to Friday from 3.30PM - 12.30AM (April - October) and 4.30PM - 1.30AM (November - March). 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. - Remote and flexible working: Work from wherever you do your best. - You’ll also have access to a wide range of benefits that include a very generous parental and carers leave policy, a work-from-home office allowance, De Minimis Allowance (per month), private health and life insurance cover, and outstanding learning and 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: https://help.employmenthero.com/hc/en-au/articles/5839177043983-Privacy-Policy. Employment Hero celebrates diverse perspectives and experiences. We invite people of all backgrounds and identities to apply for this position.