Payroll Support Team Lead (SEA)
Employment Hero
- Malaysia
- Permanent
- Full-time
- Conduct weekly and monthly agent and team metric reporting, surfacing insights and solutions needed to resolve.
- Responding to and resolving inbound support tickets, customer & agent escalations, and phone call questions related to the Employment Hero Platform as needed, based on volume.
- Recruit, onboard, coach and develop a team of Support Consultants by nurturing an environment where they can excel through encouragement, empowerment and meet clear expectations.
- Triage customer support issues and liaise with the appropriate team (e.g. Product, Engineering).
- Ensure Support Consultants are adhering to ticketing best practices and expectations as set by yourself and Head of Services, SEA.
- Execute the rollout of initiatives and projects cascaded from Head of Services, as well as taking on learnings from other regions and applying where appropriate.
- Drive the responses and resolutions to negative CSAT and NPS feedback to determine the root causes of issues, and further recommendations for customer account improvement through Support Consultants.
- Payroll, HR or SAAS leadership experience.
- Exposure to varied industries and business models.
- Proven ability to handle escalations of customers and internal stakeholders (Platform, technical and Service).
- Proven ability to lead, manage, grow and coach teams.
- Proven ability to provide constructive feedback to team members.
- Able to proactively identify individual, team and group areas of improvement for coaching and process areas.
- Exposure to working in fluid, high change environments with disruption.
- Problem solving skills and sound and thorough approach to troubleshooting.
- Ability to manage competing priorities working autonomously but also request assistance where needed.
- Strong polished verbal and written communication skills Strong with the ability to translate between business and technical knowledge / terminology. Ability to converse in Malay or Cantonese is desirable.
- Previous exposure to roles requiring ongoing internal and external stakeholder management.
- Previous experience in managing workplace disputes, performance management discussions, coaching and feedback delivery.
- High level of emotional intelligence and maturity.
- Strong problem solver.
- Confidence in delivering direction and feedback.
- Passionate, self starter with a growth mindset.
- Remote-first and flexible working arrangements
- A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We've got you covered!)
- We set you up for success with the latest and greatest hardware, tools and tech
- Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content!)
- Reward and recognition programs - because great work should be recognised and rewarded
- Including Lightning Award for delivering quality work at speed and Values Champion Awards
- Swag app cashback offers and discounts on hundreds of your favourite brands and products
- Self, health, wealth and happiness programs
- Social events and team celebrations
- Employee Share Option Program: be an owner of Employment Hero
- Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, and Vietnam, and are excited to meet in Bali in September 2024