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

The Contextual Content Lead is responsible for leading the strategy, design, and delivery of Employment Hero’s contextual and AI-powered content experiences. This role plays a critical part in our transformation from static help content to dynamic, in-product guidance and automated support using GenAI and Agentic AI workflows.

By managing a high-performing team of content and conversational designers, this role ensures our customers receive timely, relevant support within the product experience—improving self-service engagement, reducing support costs, and enhancing customer satisfaction.

Your key focus areas will be

Contextual Content Strategy & Execution

• Define and deliver the AI content strategy that supports customer needs through GenAI and Agentic AI experiences across key markets (currently AU, NZ, UK, CA).
• Lead the development and maintenance of in-product helpers, embedded content, and AI-ready knowledge architecture.
• Ensure all content is optimised for delivery through self-service and AI channels, maintaining consistency, accessibility, and brand tone.

AI Conversations & Workflows

• Oversee the creation and refinement of AI-powered customer support conversations and workflows.
• Lead the rollout of frameworks, policies, and governance for bot training, AI testing, and hallucination management.
• Continuously improve GenAI/Agentic AI performance through data insights and experimentation.

Customer Experience & Content Optimisation

• Collaborate with Product to align content experiences with customer journeys and in-platform touchpoints.
• Monitor content performance, using analytics and customer behavior data to improve effectiveness and automation.
• Establish key metrics including self-service ratio, containment rate, ticket deflection, and customer effort score.

Team Leadership

• Manage and develop a team of content designers and conversational designers, fostering a collaborative, customer-centric culture.
• Set performance expectations, provide feedback, and lead continuous improvement across all content delivery workflows.
• Create clear prioritisation frameworks to ensure the most impactful work is delivered.

Self-Service Performance Metrics

• Increase the customer self-service ratio by improving the accessibility and effectiveness of AI-powered content.

• Achieve measurable reductions in support ticket volume through high-quality contextual content and workflows.
• Improve containment rate of AI interactions (GenAI and Agentic AI) to meet or exceed defined performance benchmarks.

Customer Experience Outcomes

• Deliver a demonstrable improvement in customer effort scores (CES) and satisfaction (CSAT) related to help and support content.
• Ensure AI-driven support experiences consistently meet usability, accuracy, and resolution quality targets.
• Drive measurable improvements in content engagement rates (e.g., in-product helper usage, click-throughs, completion rates).

Content Governance & Operational Efficiency

• Ensure all customer-facing content meets internal SLAs for accuracy, accessibility, localisation, and review cadence.
• Implement and maintain version control and audit frameworks for content lifecycle governance.
• Increase speed-to-publish of content updates and new content assets through automation and tooling improvements.

AI Content Quality & Innovation

• Establish and meet KPIs related to the quality and reliability of AI-generated conversations (e.g., reduced hallucination rate, user success rate).
• Track and report on AI performance improvements driven by content refinement, metadata structuring, and experimentation.
  Deliver new AI content features and workflows on time and aligned to roadmap milestones.

Team Performance & Development

• Meet defined performance and engagement targets for direct reports, including retention, productivity, and quality outputs.
• Develop and maintain clear role expectations, growth plans, and succession pipelines for the content and conversational design team.
• Maintain a high eNPS or equivalent team engagement score, indicating a strong culture of collaboration and clarity.

Strategic Execution

• Deliver key milestones on the contextual content roadmap in alignment with business priorities and product releases.
• Successfully lead cross-functional initiatives that support long-term automation, AI enablement, and content scalability goals.
• Report regularly to stakeholders on progress against strategic goals, operational KPIs, and customer impact metrics.

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

• NLP/NLU Expertise - Understanding of dialogue systems, entity recognition, intent classification, and bot training.
• AI Governance - Strategies for managing hallucinations and optimising generative models for accuracy and reliability.
• Content Design & UX - Experience designing contextual content in intuitive, user-friendly formats across digital interfaces.
• Information Architecture - Structuring knowledge for discoverability and AI consumption.
• Experimentation - Skilled in A/B testing, content effectiveness experiments, and iterative improvement.

• Leadership & Strategic Thinking -
• Vision-driven leadership with the ability to drive innovation and performance.
• Cross-functional influence and collaboration across technical and non-technical teams.
• Strong analytical and communication skills with a data-informed mindset.
• Demonstrated growth mindset and adaptability in fast-changing environments.

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 paternity 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

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.