Customer Support Specialist – Remote

Remote | Full Time

Where problem solving meets people skills

Payroll can be complicated, but explaining it doesn’t have to be. As a Customer Support Specialist at Pay Cat, you’ll be the person clients call when they’re stuck, confused, or just need someone who actually gets it. You’ll troubleshoot system issues, untangle award interpretation questions, and turn “I don’t know where to start” into “Got it, thanks!”

If you’re the kind of person who finds satisfaction in solving puzzles and helping others feel confident, this one’s for you.

What you’ll be doing

• First point of contact for client enquiries via phone, email, and video

• Troubleshooting payroll system issues and guiding clients through Employment Hero Payroll

• Investigating problems, identifying root causes, and escalating when needed

• Supporting clients with timesheets, leave, pay runs, and time & attendance integrations

• Teaching clients system settings and configurations via walkthroughs and Loom videos

• Maintaining accurate case records and contributing to continuous improvement

Why Pay Cat?

• Fully remote, work from anywhere in Australia

• Genuine flexibility, we trust you to manage your day

• Professional development, we invest in your growth, not just your output

• Great culture, supportive team, family values, no egos

• Variety, diverse clients, interesting challenges

What you’ll bring

• Experience interpreting the SCHADS Award in a payroll processing capacity (highly regarded)

• Confidence handling challenging conversations with empathy and professionalism

• Strong communication skills, written, verbal, and everything in between

• Sharp eye for detail and a genuine problem solving mindset

• Employment Hero or similar payroll system experience is a bonus

Sound like you?

Let’s chat. For a copy of the position description please email our People and Culture Manager- sophiefahey@paycat.com.au or apply now and see what Pay Cat is all about.