Employment Hero

Product Manager

• Responsible for the delivery of the product vision and its success
• Translate the product vision and roadmap through to delivery, operation and continuous improvement
• Monitor and adapt the product vision and roadmap as constraints are identified, whilst staying true to the product vision
• Apply a strategic mindset to user story prioritisation and delivery.
• Balance business goals, client expectations and customer desirability with what can feasibly be delivered (technically and within available time and budget).
• Represent the client, customer and brand in decision-making prioritisation during release and sprint planning.
• Assist client product owners and client product managers during prioritisation sessions.
• Able to identify, filter and prioritise customer complaints and feedback.
• Collaborate with designers and product leadership team to plan, undertake and input results of testing and performance measurement into future release and roadmap planning
• Collaborate with our Product Designers to ensure we deliver best-in-class designs, and create appropriate user stories and acceptance tests
• Collaborate with Technical Architects and Developers to ensure the product vision and designed solutions are feasible and viable
• Work with Sales and Marketing to develop launch collateral with the aim of educating and sharing Product’s vision with customers and prospects alike
• Collaborate with Professional Services and Support teams to create rollout and implementation plans for existing customers
• Concisely explain ideas, issues or project status to key stakeholders and the wider organisation at an appropriate level of business or technical detail.
• Ensure product requirements are gathered accurately and are communicated transparently to the product squad.
• Be able to host, conduct and articulate presentations to the whole organisation, including C-level execs, as well as corporate partners and external customers.

Product Owner – AI

Backend Engineer

• Developing and maintaining scalable backend services
• Participating in solution design discussions within your squad
• Debugging issues and performing root cause analysis
• Identifying areas for technical and process improvements
• Conducting peer code reviews to maintain high quality standards
• Writing and executing tests for new features and enhancements
• Maintaining technical documentation and knowledge resources
• Collaborating closely with cross-functional stakeholders in an agile environment

Intermediate Software Engineer, .Net

Customer Support

• Gathering information from customers and ensuring their continued support and success after implementing our Employment Hero HR product.
• Supporting our customers to ensure accuracy and responsible for resolving customer queries via live chat & tickets efficiently and effectively.
• Addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.
• Responding to and resolving customer tickets, live chats and queries related to the Employment Hero 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.

Customer Care Specialist

Full-stack Engineer

• Lead by example, designing, implementing, and reviewing scalable backend systems.
• Collaborate with Software Engineers and Product teams throughout the product development lifecycle to identify challenges, shape solutions, and deliver meaningful outcomes.
• Champion engineering best practices including clean architecture, automated testing, CI/CD, and peer reviews.
• Mentor and guide engineers in your squad to foster technical growth and ownership.
• Communicate clearly and proactively in an asynchronous, distributed environment.

Senior Software Engineer – Tech Lead Experience

Operations

• Transform IT Operations from human-led to automation-first
• Own operationalisation and automation of IT processes across service desk and workflows
• Analyse historical IT tickets to extract repeatable patterns for automation
• Design and implement agent-assisted workflows using automation and AI tooling
• Manage and mentor the IT team for reliable support and tools
• Collaborate with stakeholders to scale technology capabilities in line with business ambitions
• Define success metrics for automation coverage and operational reliability
• Maintain visibility over SaaS product usage and collaborate with Finance for accurate budgeting

IT Operations Manager – Automation

• 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.

Product Owner – AI

Intermediate Software Engineer, .Net

Customer Care Specialist

Senior Software Engineer – Tech Lead Experience

IT Operations Manager – Automation

Customer Care Specialist – HR