Customer Care Specialist (UK) – Remote (Philippines)

Customer Care Specialist

About Us

Employment Hero's mission is to make employment easier and more valuable for everyone through our all-in-one Employment Operating System, integrating hiring, HR, payroll, and benefits. Since 2014, we've scaled to a $2 billion valuation, operating in 6 countries and serving over 300,000 businesses and 2 million employees.

The EH Way

Our unique DNA, The EH Way, guides us:

• Mission First: Driven by our core mission.
• Remote First: Championing asynchronous communication and autonomy.
• AI First: Committed to using AI to accelerate our mission and operations.
• Apolitical: Focused on our mission, not political/social topics outside it.
• Live by Our Values: Role-modeling our values consistently.
• Expect High Performance: Setting and achieving high standards.

This Role

As a Customer Care Specialist within our Customer Experience team, you will be responsible for ensuring the continued support and success of customers using our Employment Hero HR product. You will gather information, resolve customer tickets efficiently and effectively, and escalate issues as needed, all while maintaining professionalism and care. This role requires supporting customers to ensure accuracy and drive efficient resolution of their queries.

Work Schedule: Monday to Friday, 3:30 PM - 12:30 AM (April - October) and 4:30 PM - 1:30 AM (November - March).

Your Key Focus Areas

• Respond to and resolve customer tickets, calls, and queries related to the Employment Hero HR Platform promptly.
• Assist and collaborate with the wider squad and support team to provide best-practice system use education.
• Proactively analyze product functionality and logic, testing platforms to identify user error or system logic root causes, staying aware of product changes.
• Triage customer support issues, assigning them to the appropriate team or resolving them directly.
• Escalate bug reports or product logic/functionality concerns in collaboration with Seniors/Team Leads.
• Work with customers across multiple channels (email, chat, phone) to understand their workflows and how the platform can optimize their people processes.
• Utilize Zendesk, Salesforce, and internal tools for record-keeping, ticket investigations, and logging customer interactions per SLAs.
• Proactively contribute feature requests and Help Centre suggestions based on customer insights.

Who You Are

To thrive at Employment Hero, you'll embody The EH Way – operating with focus, agility, and an obsession with impact. You also bring:

• 1-2 years of proven experience in a fast-paced customer service/support environment (live chat, email).
• Prior exposure to customer experience in a SaaS environment.
• Active use of AI tools like ChatGPT, Gemini, Claude in daily work.
• Experience working in fluid, high-change, high-velocity environments.
• Strong problem-solving and troubleshooting skills.
• Ability to manage competing priorities and work autonomously, seeking assistance when needed.
• Strong, polished verbal and written communication skills.
• Preference for the specified Monday-Friday evening/night work schedule.

What We Can Offer

• Remote & Flexible Working: Own your time and impact from wherever you work best.
• Cutting-Edge Tools: Access to tools that amplify your work and outputs.
• Ambitious Colleagues: Surround yourself with outcome-driven individuals.
• Comprehensive Benefits: Generous parental & carers leave, WFH office allowance, De Minimis Allowance, private health & life insurance, outstanding learning & development opportunities.