About this role
We’re looking for a Customer Service Analyst – 2nd Line to join our Every HR team, supporting customers using our cloud-based HR and Payroll software, primarily within the education sector.
This role is ideal for someone with solid HR or payroll systems experience who enjoys problem solving, supporting customers with complex queries, and working closely with technical and product teams in a SaaS environment.
About the role
As a 2nd Line Analyst, you’ll be responsible for resolving advanced customer queries related to HR and payroll functionality, payroll calculations, statutory requirements, and system behaviour. You’ll act as a subject-matter expert within the support team and help drive continuous improvement in how we support our customers.
Key responsibilities
Deliver advanced HR and payroll support via phone, email, and live chatResolve complex payroll queries including calculations, statutory deductions, and correctionsInvestigate system or data issues and escalate where required with clear diagnosticsAccurately log and manage cases using ZohoCollaborate with Product and Engineering to share customer feedback and recurring issuesSupport the development of customer guidance, FAQs, and internal knowledge
What we’re looking for
Experience in a 2nd line customer support role, ideally within a SaaS or software environmentStrong understanding of HR and/or payroll processesKnowledge of UK payroll legislation and statutory requirementsExperience supporting education, public sector, or multi-client payrolls is desirableConfident communicator with strong problem-solving skillsComfortable managing multiple cases and priorities
Why join us?
Work with purpose driven products used by schools across the UKDevelop deeper expertise in HR and payroll SaaSCollaborative culture with strong links across Product, Engineering, and Customer teams
Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.