Why This Job is Featured on The SaaS Jobs
This Customer Care Specialist (HR) role sits at the intersection of SaaS support and HR operations, supporting an employment platform that spans hiring, HR, and payroll workflows. In the SaaS ecosystem, roles like this are often where product adoption is won or lost, because customer questions tend to be tied to real organisational processes and compliance-adjacent decisions rather than simple how-to queries.
For a SaaS career, the value is in building durable support fundamentals that transfer across B2B platforms: structured troubleshooting, clear written communication, and disciplined case management in tools like Zendesk and Salesforce. The remit also signals exposure to product change cycles and the feedback loop between frontline issues, bug escalation, and feature or help-centre improvements, which is a common pathway into senior support, customer success, or product-adjacent roles.
This position is best suited to professionals who enjoy methodical problem solving and can switch comfortably between channels such as email, chat, and phone while maintaining accurate records. It will particularly suit someone who wants to deepen SaaS support craft in an HR tech context and is comfortable starting early on a consistent weekday schedule.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 Customer Care Specialist (HR), 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. The expected start time is Monday to Friday from 6am local PH time.
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.
- Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
- Proactively analyse and understand 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.
- Conduct/triage customer support issues and assign to the appropriate team or resolve 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 organisational workflow and how the platform can support them to maximise 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 contribute feature requests and Help Centre suggestions, where warranted and 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 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.
- 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; requesting assistance where needed.
- Strong and polished verbal and written communication skills.
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 & Flexible working. Work from wherever you do your best
- You’ll also have access to a wide range of benefits that includes - a very generous parental & carers leave policy, a WFH office allowance, De Minimis Allowance (per month), private health & life insurance cover 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 employmenthero.com/legals/applicant-policy/
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
