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Senior Remote Support Team Lead (SEA) at Employment Hero

This is a team lead role at Employment Hero, a tech unicorn valued at over $1.25 billion. The chosen candidate will oversee the performance of the Support Team within the Customer Experience department and work closely with department heads to execute key initiatives.
Remote
Malaysia
Full Time

✅ Pros

  • 🌍 Remote-first and flexible working arrangements.
  • 💻 We set you up for success with the latest hardware, tools and tech.
  • 🎉 Social events and team celebrations.

⛔ Cons

  • 🕐 High change environments with disruption.
  • 🔀 Managing workplace disputes and performance management discussions.
  • 👤 Requires ongoing internal and external stakeholder management.

🔧 Skills

Leadership and management skills.
Ability to provide constructive feedback.
Experience in troubleshooting and problem-solving.
Experience in roles requiring stakeholder management.
Strong verbal and written communication skills.
Ability to lead, grow and coach teams.
Proactive in identifying areas of improvement.
Confidence in delivering direction and feedback.
English
Desirable: Malay or Cantonese

🗣️ Impact

The Support Team Lead will have a direct influence on the growth and development of the Support Team, ensuring that they consistently meet expectations. This role will contribute to the success of over 90,000 businesses and 850,000+ users using Employment Hero's software.

👉 Responsibilities

  • Manage team roster, workflow, and SLA adherence.
  • Conduct weekly and monthly reporting, providing insights and solutions.
  • Recruit, onboard, coach, and develop a team of Support Consultants.
  • Liaise with other teams to triage customer support issues.

🔍 Requirements

  • HR, Payroll or SAAS leadership experience.
  • Able to manage competing priorities and work autonomously.
  • High level of emotional intelligence and maturity.

✨ Benefits

  • Generous home office setup budget.
  • Learning and development opportunities.
  • Reward and recognition programs.
  • Employee Share Option Program.

About Employment Hero

Employment Hero is an innovative and customer-service oriented company that offers an all-in-one HR, payroll, and benefits platform. Their goal is to make work easy for businesses with big ambitions by providing a comprehensive solution that covers all aspects of human resources, including recruitment, onboarding, payroll management, compliance document handling, policy and procedure management, and mandatory training. One of the standout features of Employment Hero is its ability to streamline the recruitment process. With just a click of a button, businesses can coordinate all aspects of recruitment, from issuing contracts to managing payroll and compliance documents for new staff. This not only saves time but also ensures a smooth and efficient onboarding experience for new hires. In addition to recruitment and onboarding, Employment Hero also simplifies the management of policies, procedures, and mandatory training. This includes tasks ranging from short-term assignments to end-of-year reviews. By centralizing these processes, Employment Hero makes it easier for businesses to stay compliant and ensure that all employees are up to date with their training. Employment Hero prides itself on its commitment to innovation, reliability, and customer service. With a track record of delivering exceptional service, the company has earned accolades such as a tick, gold medal, and five-star ratings from satisfied customers. Employment Hero's platform offers a user-friendly interface that allows users to efficiently manage all their administrative tasks. Advanced artificial intelligence (AI) features further enhance productivity by automating tasks such as recognizing co-workers, writing job descriptions, and taking interview notes with just one click. Employment Hero's flagship product, Swag, is the world's first employment superapp. It combines streamlined work administration, career advancement opportunities, flexible pay options, and exclusive savings and benefits into one platform. Users can manage all their work-related tasks, discover and apply for internal opportunities, access wages on-demand, and save on everyday essentials. The company has a proven track record, with statistics showcasing the positive impact of their platform. Companies using Employment Hero have experienced a 291% return on investment, improved payroll efficiency by 81%, enhanced onboarding experiences by 85%, and decreased paperwork by 89%. Employment Hero also offers a range of resources to support businesses in their HR and workplace culture endeavors. Their Remote Work Report 2021 provides valuable insights into the preferences of Australian workers, while their free bundle of "30 Ways to Improve Workplace Culture" offers practical guidance for creating a positive work environment. Additionally, their Employee Rewards and Recognition Guide offers unique perspectives on rewarding employees in non-traditional ways. Testimonials from satisfied customers further validate the effectiveness of Employment Hero's platform. Users praise the platform's ease of use, its ability to streamline processes, and its accessibility from anywhere at any time. In conclusion, Employment Hero is a leading cloud HR and payroll platform that offers businesses a comprehensive solution for managing their human resources, payroll, and recruitment needs. With advanced AI features, a user-friendly interface, and a range of resources, Employment Hero empowers businesses to streamline their processes, improve efficiency, and enhance employee experiences. They are committed to innovation, reliability, and exceptional customer service, making them the go-to employment solution for businesses with big ambitions.

Application process

10 min
1
Enter basic info about yourself
2
Complete short assessments
3
Send an application and get free feedback about your personality

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