Client Support Associate

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

We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy

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

We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission

We Live by Our Values - we role model our values 100% of the time

We Expect High Performance - we set a high standard and we're not satisfied with being average.

This role

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:

Provide timely, accurate, and professional support to clients via email and video calls

Troubleshoot and resolve client inquiries related to HR and payroll products, ensuring clear explanations and solutions for any technical or functional challenges

Offer support and guidance on navigating Employment Hero platform, ensuring clients understand how to use the system to meet their HR and payroll needs

Provide assistance with payroll-related queries, including calculations, tax deductions, and compliance issues, in alignment with Canadian payroll regulations

Work closely with the Implementation, Client Success, Risk and Compliance, Benefits teams, Finance, and Operations to ensure accurate and effective solutions for clients

Maintain detailed and accurate records of client interactions and resolutions to ensure all issues are tracked and resolved effectively

Act as a liaison between clients and internal teams, collecting feedback on system improvements and potential feature requests

Contribute to the development and enhancement of internal processes, guides and manuals to improve support efficiency and client satisfaction

Assist existing clients with KYC/ KYB when creating new accounts

Generate and present monthly reports on implementation progress, client feedback, and potential risks to internal stakeholders

Occasionally provide accurate and timely translations of written communications to support seamless interactions between stakeholders and clients.

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;

Knowledge of Canadian payroll

1+ years of client support or client management experience

Exceptional organizational skills to juggle multiple tickets simultaneously

Analytical mindset with the ability to generate reports, track key metrics, and analyze pipeline performance

Excellent interpersonal and communication skills to build trust with clients and internal teams

A proactive, solution-oriented mindset with a passion for delivering an outstanding client :experience

Tech savvy and possesses the ability to learn new platforms and software rapidly

Experience working in a start-up or fast paced environment.

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

You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies

You'll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidized 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

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

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

Employment Hero is the world's first Employment Operating System: an end-to-end system built to make employment easier for everyone. From hired to retired, everything employment is managed in one place. Employment Hero helps over 300,000 businesses worldwide hire great people and manage everything from hiring, HR and payroll, through to rewards, recognition and offboarding —all automated behind the scenes. And for the 2M+ employees and jobseekers using Employment Hero, Employment OS is their work passport to unlock great job opportunities, manage work admin and grow their career.