Client Finance Specialist

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

We are seeking a highly skilled Client Finance Specialist to join our Global Teams (GT) Financial Operations team. GT is a best in class global Employer of Record (EOR) that enables businesses to hire talent from across the world without the compliance and tax burden. This newly created, client-facing role will serve as the primary communication point between our clients and our internal FinOps team, ensuring billing and payroll queries are resolved efficiently, accurately, and with exceptional customer service.

As the first dedicated hire in this space, you will play a critical role in shaping how we manage client financial queries, reduce response times, and enhance client satisfaction.

The ideal candidate will be a former payroll specialist who is a great communicator with stakeholder management experience.

Responsibilities

• Act as the first point of contact for clients regarding billing, invoicing, and payroll queries across all GT markets.
• Triage and prioritise queries based on urgency and complexity.
• Manage client email queries related to invoice discrepancies, billing adjustments, and reconciliation of payroll issues.
• Meet or exceed Service Level Agreements (SLAs) for first response and final resolution times.
• Explain payroll and billing calculations clearly and confidently to clients, ensuring transparency and trust.
• Liaise closely with the internal GT FinOps, PeopleOps, HR/Legal, Sales and Product teams to resolve client issues efficiently.
• Monitor and track client queries, ensuring timely responses and proactive follow-up to maintain service excellence.
• Escalate complex queries where necessary, while ensuring accountability for resolution.
• Identify trends in client queries and work with wider GT team to recommend root-cause solutions.
• Support the FinOps team in ensuring accuracy and timeliness of payroll and billing services.
• Contribute to client satisfaction initiatives by improving communication workflows and helping to streamline query resolution processes.
• Creating and/or updating knowledge bases in a timely manner to ensure a reliable source of truth for rules and processes.

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 will also bring

• Minimum of 3+ years of experience in payroll or client services, with a strong focus on client-facing responsibilities.
• Australian and/or New Zealand payroll experience is essential, including knowledge of payroll tax regulations, superannuation/KiwiSaver, and statutory reporting.
• Experience with other global payroll markets (e.g. UK, Philippines, North America, Europe) is highly advantageous.
• Strong technical proficiency with Excel (advanced skills required) and exposure to payroll systems and financial platforms.
• Demonstrated ability to resolve financial discrepancies and reconcile complex payroll queries.
• Proven success in a client-facing role, ideally within an Employer of Record, payroll, HR tech, or financial services environment.
• Excellent decision making and problem-solving skills.
• Strong communication and stakeholder management skills to work with various internal and external partners with varying levels of payroll/finance knowledge.
• Ability to work