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.
- 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
- We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
- 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
- We are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission
- We Live by Our Values – we role model our values 100% of the time
- We Expect High Performance – we set a high standard and we’re not satisfied with being average
This role
As a People Services Lead, your mission will be to establish a world-class shared services model that streamlines processes, enhances employee support, and ensures every Hero receives seamless, efficient, and human-first support.
In this role, you’ll be both hands-on and strategic: you’ll manage 2 x Coordinators (Philippines based) and partner with them to resolve employee queries directly while designing the systems, workflows, and AI-enabled resources that will underpin the People Services function as it grows. You’ll also partner closely with our Global Performance Operations team to set service standards, embed automation, and deliver an experience that scales alongside Employment Hero.
This will include
People Services & Operations
- Act as the first point of contact for inbound employee queries, managing intake and resolution across policies, contracts, leave, payroll, and benefits.
- Define and maintain SLAs, triage processes, and escalation pathways to ensure consistency and speed of service.
- Establish and manage service desk/ticketing systems to track, monitor, and report on query resolution.
- Develop FAQs, guides, and self-service tools that empower Heroes to quickly find answers and reduce recurring queries.
- Ensure data integrity in our HRIS and related systems tied to employee lifecycle changes.
AI, Automation & Continuous Improvement
- Identify opportunities to use AI and automation to streamline query handling, improve accuracy, and enhance the employee experience.
- Analyse query data to uncover trends, forecast query volumes, pain points, and systemic improvements.
- Monitor and improve service delivery performance and ensure data integrity via Agents.
- Continuously improve processes to reduce manual work and scale service delivery globally.
Employee Experience
- Deliver timely, accurate, and empathetic responses that ensure Heroes feel supported and valued.
- Act as a trusted resource on People policies and processes.
- Balance efficiency with employee care, keeping the employee experience at the heart of shared services.
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
- 5+ years’ experience in HR / People Operations / Shared Services, with broad exposure to employee lifecycle processes.
- Proven ability to set up or transform HR service delivery models (SLAs, ticketing/service desk systems, self-service).
- Strong experience resolving a wide range of HR queries (onboarding, offboarding, payroll, contracts, benefits).
- Exposure to embedding AI and automation in HR processes (chatbots, workflow automation, knowledge management) is highly desirable.
- Analytical and data-driven, with the ability to design metrics and use insights to drive change.
- Tech-savvy; comfortable experimenting with HRIS, ticketing systems, and automation tools.
- Excellent communication skills, with the ability to explain complex queries simply and empathetically.
- Highly organised, resilient, and adaptable to a fast-paced, scaling environment.
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
- Annual Global Gathering – so far we’ve been to Thailand, Vietnam, Bali, Dubai and are excited to meet in Gold Coast in Australia in September 2026
We’re AI-first, so you may meet some of our AI tools early in the process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. We verify candidate identity and location as part of our hiring process.
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 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.
