Our mission and where you fit in
At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.
Since our inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 300,000 businesses globally, with 2 million+ users on the platform. We have no plans to slow down.
There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!
What your days might look like
In the dynamic sphere of Software-as-a-Service (SaaS), we are in search of a seasoned Customer Trainer to serve as a pivotal element in both immediate product adoption and long-term customer relationship building. This role goes beyond standard training paradigms; it involves you being an internal customer advocate, responsible for seamless onboarding, cross-departmental coordination, and maintaining up-to-date training materials. Your mission is to develop a robust training environment that educates and solidifies Employment Hero's commitment to user satisfaction and brand loyalty.
This role will require a deep understanding of our extensive range of platforms in our extensive range of platforms such as Employment Hero HR, Employment Hero Payroll, and more. Your proven experience in SaaS and proficiency in using tools like Vimeo, Canva, ZenDesk, and Salesforce will enable you to distil complex processes into digestible formats, effectively becoming the cornerstone of our educational and support initiatives.
As a cutting-edge organisation, we expect you to pioneer innovative customer training methods that leverage artificial intelligence and other emergent technologies. These advancements are not just supplementary but fundamental to your role, aimed at providing an engaging and productive learning experience for our diverse customer base.
As our Customer Trainer, you will:
Training and Development
- Create, update, and manage a repository of training materials such as user guides, video tutorials, and frequently asked questions (FAQs) for our customers to engage with at any time.
- Deliver real-time, interactive training sessions, webinars, and workshops to engage customers on various platforms.
- Form collaborative alliances with product teams to remain current with product iterations and enhancements.
Stakeholder Collaboration
- Collaborate with stakeholders within the Customer Experience (CX) team to pinpoint and address common customer challenges through training.
- Coordinate with Implementations and with Customer Success peers to facilitate effortless product adoption experiences for both newly implemented and live customers.
- Generate comprehensive resources to simplify user transitions from implementing to live, as well as resources to support key product value propositions and use cases.
- Facilitate alignment between the CX function, Performance Operations and other key stakeholders across the business within the learning, education and enablement space.
Feedback Loop and Continuous Improvement
- Systematically collect, analyse, and disseminate feedback gleaned from training sessions to relevant departments for actionable insights.
- Recommend modifications or enhancements to the product based on comprehensive analysis of customer feedback and training metrics.
- Maintain accountability of ensuring all of our training materials are current and optimal.
Technological Innovation in Training and Data Analytics
- Pioneer the conceptualisation and deployment of state-of-the-art training methods that leverage AI and other cutting-edge technologies to create an immersive and engaging learning experience for customers.
- Utilise robust analytics to monitor key training metrics, including but not limited to, attendance rates, customer feedback, and post-training product utilisation.
- Apply data-driven insights to refine and optimise training methodologies and resources.
What you will bring
- Qualifications (e.g. Cert III, Cert IV, Diploma or Bachelor’s degree in Education, Communication, Business, or a related field) and/or previous experience in education and training.
- Proven experience in customer training, preferably in a SaaS environment.
- Strong knowledge of the HR, payroll, and benefits domain.
- Exceptional presentation and public speaking skills.
- Proficiency in using modern training tools, platforms, and software like ZenDesk and Salesforce.
- A passion for learning, onboarding, and upskilling.
- Analytical mindset with an affinity for data-driven decisions.
- Ability to adapt training content and delivery to cater to diverse audiences.
- An analytical mindset inclined towards data-informed decision-making processes.
- Outstanding interpersonal skills for building robust stakeholder relationships across a multitude of departments.
Experience is important, but for us the biggest measure of success is people who can live and breathe The EH Way of working. Show us what you can bring to the table, and we’ll empower you to let your talents shine.
The EH Way
The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page: https://employmenthero.com/careers/
In short, you’ll love working with us if:
- Revolutionising employment gets your heart racing.
- You thrive on the flexibility (and responsibility) of a remote-first business.
- Our values align, and shape how you show up every day.
- You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.
- Plus, you’ll get to enjoy a number of great perks, including:
- A generous budget for your home office.
- Cutting-edge tools and technology.
- Reward and recognition programs - because great work should be recognised and rewarded.
- Cashback offers and discounts on popular brands through our Swag app.
- Employee Share Option Program: be an owner of Employment Hero.
- Annual Global Gathering - so far we’ve been to Thailand, Vietnam and are excited to meet in Bali in September 2024.
Are we a match?
Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.
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: https://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.