Customer Services Analyst - 2nd Line

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 chat


• Resolve complex payroll queries including calculations, statutory deductions, and corrections


• Investigate system or data issues and escalate where required with clear diagnostics


• Accurately log and manage cases using Zoho


• Collaborate with Product and Engineering to share customer feedback and recurring issues


• Support 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 environment


• Strong understanding of HR and/or payroll processes


• Knowledge of UK payroll legislation and statutory requirements


• Experience supporting education, public sector, or multi‑client payrolls is desirable


• Confident communicator with strong problem‑solving skills


• Comfortable managing multiple cases and priorities

Why join us?

• Work with purpose driven products used by schools across the UK


• Develop deeper expertise in HR and payroll SaaS


• Collaborative 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.