Customer Trainer

Who we are
Employment 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 Way
At Employment Hero, we're proud of our unique DNA, which we call The EH Way.

1. 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 Mission

2. We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy

3. 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 scale

4. We are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission

5. We Live by Our Values – we role model our values 100% of the time

6. We Expect High Performance – we set a high standard and we're not satisfied with being average

This role
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.

Your key focus areas will be:

• Pioneering innovative customer training methods that leverage artificial intelligence and other emergent technologies.
• Providing an engaging and productive learning experience for our diverse customer base.

Responsibilities include:

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.

Who 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 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.

What we can offer
At Employment Hero, we don't just talk about a better way to work - we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact
• You 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 life
• You'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

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Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Candidates are kindly requested to submit their CV in PDF format for review.