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 an Implementations Consultant at Employment Hero, you will be responsible for leading customers through the Guided onboarding journey by providing structured education, advice, and direction to help them successfully implement our solutions. This role supports customer onboarding across HR, Payroll, and other modules by enabling customers to complete their own setup confidently, adopt best practice processes, and realise value quickly.
You will act as the primary point of contact for customers during the implementation journey, managing stakeholder engagement, running enablement sessions, answering questions, and coordinating support where needed.
Your key focus areas will be:
Responsibilities
- Support our customers to self-implement efficiently and confidently, accelerating their time to value.
- Apply best practice methodologies to support the implementation of systems in line with client requirements and compliance obligations (within authorised scope).
- Effectively manage customer objections, complaints, and churn requests
- Conduct root cause analysis and provide solutions within product functionality.
- Accurately interpret and apply legislative and compliance requirements to help guide platform configuration, without providing specific legal or regulatory advice to a business (e.g., HR or Payroll, depending on implementation scope).
- Build and maintain strong client relationships, acting as a trusted advisor throughout the implementation journey.
- Collaborate with cross-functional teams including Services Professionals, Sales, Product & Support.
- Troubleshoot client issues and coordinate with internal teams to ensure timely resolution.
- Ensure data integrity in business management systems (e.g., sales, support, project management, time tracking).
- Continuously review and improve implementation processes to enhance customer experience.
- Demonstrate strong product knowledge across relevant modules to guide customers through best-practice configuration during Guided implementations.
- Translate customer needs into effective platform setup within product guardrails, ensuring alignment to agreed scope and typical use cases.
- Lead customer enablement sessions confidently, explaining product functionality clearly and validating customer understanding and readiness.
- Diagnose and resolve common product configuration issues independently, escalating complex technical cases through defined pathways.
- Maintain accurate notes, decisions, advice and customer actions in internal systems to support quality delivery and clean handovers.
- Provide feedback to internal teams on product gaps, friction points, and recurring customer challenges to improve implementation playbooks and system usability.
Key Accountabilities
- Drive customers through a structured, onboarding journey to achieve a successful and timely self-implementation.
- High levels of customer satisfaction and engagement.
- Educate customers on standard platform configuration aligned to typical HR and payroll compliance requirements, without providing business-specific compliance advice.
- Effective collaboration with internal stakeholders.
- Maintain accurate records of customer progress, risks, and outcomes within internal systems.
- Accelerate customer time-to-value through proactive assistance, education, workflow guidance, and milestone-based progression.
- Continuous improvement of implementation methodology and practices.
- Any other responsibilities or accountabilities as required.
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:
- Experience with customer facing payroll implementations
- Sound knowledge of current legislative payroll requirements in Australia (New Zealand is a plus!).
- Exposure to other payroll softwares and accounting platforms, to therefore have an understanding of different system configurations.
- Client-facing and/or outsourced payroll experience is highly regarded.
- Ability to manage multiple clients to meet critical deadlines.
- Strong time management and schedule management.
- High level of written and verbal communication.
- Maintain and promote positive business relationships with both internal and external stakeholders to produce quality interactions and results.
- A high level of attention to detail and comfortable working in a fast paced, autonomous and process driven 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, subsidised 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
We’re AI-first, so you may meet some of our AI tools early in the process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience.
We verify candidate identity and location as part of our hiring process.
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.
