Client Support Manager

Who We AreEmployment 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 WayAt 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 MissionWe 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 scaleWe are Apolitical - we do not take a position on political or social topics, unless it relates to our MissionWe Live by Our Values - we role model our values 100% of the timeWe Expect High Performance - we set a high standard and we're not satisfied with being averageThis role As our Manager, Client Support you'll be instrumental in overseeing daily operations to ensure clients get fast, accurate communication, team building and development, client satisfaction and will work directly with our Director of Client Support on strategy.Your key focus areas will beDaily Ops{{:}} Overseeing daily operations to ensure clients get fast, accurate answers for both our incredible platforms. This includes balancing volume against capacity, monitoring and reporting on SLOs and other KPIs, and addressing urgent matters as they ariseTeam Building and Development{{:}} Ensuring effective team efficiency through consistent coaching, performance management, QA, and process adherence. Hiring and training new talent as requiredDrive client satisfaction{{:}} Reduce response times, resolve pain points, and level up our service culture in keeping with company objectivesPartner up on Strategy{{:}} work directly with the Director of Client Support on strategy, structure, and team developmentPush forward{{:}} contribute operational horsepower to strategic projects across the businessWho 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 bringA builder{{:}} you've spent at least 3 years leading and building support teams in a SaaS environment and thrive in busy and scaling teamsA coach{{:}} you've managed directly and through others and love helping your team unlock their potential while developing their skills. You have a good sense of what will motivate different types of peopleData-driven{{:}} you measure impact, track progress, and make decisions with numbers. Your understanding of operational metrics helps you drive smart decisions and future investmentsClient-obsessed{{:}} you care deeply about clients and want what's best for them. It's easy for you to lead with empathy whether it's a client or a team memberTech-savvy{{:}} You pick up technology quickly and are familiar with the tools of the trade such as ticketing software, WFM tooling, reporting tools and moreProblem-solver{{:}} You thrive on solving problems, and the hairier the better. When faced with an uncertain path, you're able to work through What we can offerAt Employment Hero, we don't just talk about a better way to work - we live it. Joining Employment Hero meansYou will work remotely, with the flexibility to own your time and impactYou 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 lifeYou'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 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.