Customer Care Specialist (UK) – Remote (Philippines)

Customer Care Specialist (UK) – Remote

Employment Hero is seeking a motivated and customer-focused individual to join our global team as a Customer Care Specialist. This is a remote role supporting our UK customers, based in the Philippines.

About Employment Hero

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System integrates hiring, HR, payroll, and benefits into a single, comprehensive solution. Since 2014, we've grown to a $2 billion valuation and established a presence in six countries, serving over 300,000 businesses and more than 2 million employees.

The EH Way

At Employment Hero, we operate by "The EH Way," our unique company DNA:

• Mission First: All our actions are driven by our core mission.
• Remote First: We champion a remote environment with a preference for asynchronous communication and high autonomy.
• AI First: We are committed to leveraging AI to accelerate our mission, integrating it into our operations and innovation.
• Apolitical: We focus on our mission and do not engage in political or social topics unrelated to it.
• Live by Our Values: We consistently embody and role-model our company values.
• Expect High Performance: We set high standards and strive for excellence.

About the Role

As a Customer Care Specialist, you will be a key part of our Customer Experience team. Your primary responsibility will be to support customers using our Employment Hero HR product, ensuring their success and satisfaction. You will gather information, resolve customer inquiries efficiently and effectively, and maintain a high level of professionalism and care.

This role involves supporting UK business hours, with working hours from Monday to Friday, 3:30 PM - 12:30 AM (April - October) and 4:30 PM - 1:30 AM (November - March).

Key Responsibilities

• Respond to and resolve customer tickets, calls, and queries related to the Employment Hero HR Platform in a timely manner.
• Assist and collaborate with the wider team to provide best-practice system use and education to customers.
• Analyze and understand product functionality in detail, testing to identify user errors or system logic issues.
• Triage customer support issues and assign them to the appropriate team or resolve them directly.
• Escalate bugs or product functionality concerns in collaboration with Seniors/Team Leads.
• Engage 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 other internal tools for record-keeping, ticket investigation, and documenting customer interactions.
• Contribute feature requests and Help Centre suggestions based on customer insights.

Requirements

To excel in this role, you should embody The EH Way and possess the following:

• 1-2 years of experience in a fast-paced customer service/support environment, with proven success in live chat and email support.
• Prior experience in a SaaS (Software as a Service) customer experience role.
• Active use of AI tools such as ChatGPT, Gemini, or Claude in your daily work.
• Experience working in dynamic, high-change, and high-velocity environments.
• Strong problem-solving skills with a thorough approach to troubleshooting.
• Ability to manage competing priorities and work autonomously, seeking assistance when needed.
• Polished verbal and written communication skills.
• Preference for working the specified UK evening/night shift hours (Monday to Friday, 3:30 PM - 12:30 AM April-October, and 4:30 PM - 1:30 AM November-March).

What We Offer

Join Employment Hero and experience a better way to work:

• Remote Work: Enjoy the flexibility to own your time and impact from anywhere.
• Cutting-Edge Tools: Access to advanced tools to enhance your work and knowledge.
• Ambitious Colleagues: Collaborate with driven individuals who inspire high performance.
• Comprehensive Benefits: Including generous parental and carer's leave, WFH office allowance, De Minimis Allowance, private health & life insurance, and outstanding learning & development opportunities.

Employment Hero is committed to diversity and inclusion. We welcome applicants from all backgrounds and identities.