About the role
Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and
benefits into an all-in-one solution. Since launching in 2014, we've grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way. We are Mission First - Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate 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 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 our Customer Care Consultant - HeroClear , you’ll be working with our growing customer support team based in the Philippines and will be instrumental in serving as a vital first line of support, helping clients resolve their HeroClear queries with care and professionalism and building confidence post-implementation. Working hours: Monday to Friday from 8:30am - 5:30pm PH time Read about HeroClear here : https://employmenthero.com/products/heroclear-super-clearing-house/ Your key focus areas will be Delivering high-quality post-go-live customer support across phone, live chat and ticketing channels in accordance with service level agreements (SLAs). Driving prompt resolution of product, configuration, and compliance queries related to HeroClear and the Employment Hero platform. Championing continuous service improvement by collaborating on bug escalations, system logic testing, and customer-facing Help Centre content. This will include Post Go-Live Customer Support: Assist clients over live chat and tickets with platform updates, and basic configuration troubleshooting for HeroClear and the Employment Hero platform. Platform Logic Testing: Test product logic and functionality in system sandboxes to identify whether a client's issue stems from user error or a system bug/product logic issue. Escalation & Bug Management: Hand over and manage urgent problem tickets, and document/escalate software bugs and logic concerns in close collaboration with Team Leads, Seniors, and the Product squad. Workflow & Tool Usage: Leverage Zendesk, Salesforce, and internal tools for maintaining accurate records, ticket investigations, and referencing customer interactions and complaints. AI-Assisted Support: Actively use internal AI tools to answer customer questions efficiently and streamline daily workflows. Team Support & Knowledge Sharing: Gather details for post-mortems, collaborate with wider squads, and proactively contribute feature requests and Help Centre suggestions based on customer insights.
