Employee Support Specialist – HR, Payroll, Global Employment

This is a fully remote position, open to applicants in Europe.

📋 Description

• Deliver comprehensive support to employees and clients throughout the EMEA region.

• Oversee employment-related matters throughout the employee lifecycle, including payroll, benefits, leave, contracts, amendments, onboarding, offboarding, and country-specific employment procedures.

• Examine issues and determine suitable resolutions.

• Manage employee and client support cases from the initial inquiry to final resolution.

• Analyze case history, internal systems, documentation, and country-specific guidelines to uncover root causes.

• Collaborate with Payroll, Legal, Finance, Benefits, Customer Success, and local service providers.

• Maintain communication with stakeholders, providing updates, setting expectations, and escalating when necessary.

• Handle a high-volume case queue, prioritize urgent issues, and adhere to agreed SLAs.

• Record case outcomes and recognize recurring challenges, knowledge deficiencies, and areas for process enhancement.

• Contribute to the development of knowledge-base articles, SOPs, and scalable support procedures.

⛳️ Requirements

• Minimum of 3 years of experience in Employee Support, HR Operations, Payroll Support, Global Employment, EOR/PEO, HRTech, or multinational HR Shared Services.

• Practical experience assisting employees or clients across various EMEA countries.

• Proven track record in managing cases related to payroll, benefits, leave, employment contracts, amendments, onboarding, offboarding, or employment compliance.

• Capability to independently investigate issues, identify stakeholders, and navigate cases to resolution.

• Experience in a ticketing or case-management setting.

• Understanding of SLAs, quality metrics, CSAT, and/or case volumes.

• Exceptional written and verbal communication skills in English.

• Strong judgment, attention to detail, and ability to prioritize competing demands.

• Familiarity with Zendesk, ServiceNow, Jira, Salesforce, Workday, BambooHR, or similar platforms is advantageous.

🏝️ Benefits

• A competitive salary.

• An asynchronous working environment.

• A "Remote-First" company culture (or Hybrid) depending on the role.

• The opportunity to work from abroad for a limited time.

• Opportunities for growth within the organization.

• Essential hardware provided to all new employees.