[Hiring] HR Operations & Global Employment Support Specialist @Remote People

Role Description

As a Global Employment Support Specialist (L2) – EMEA, you will provide high-quality, client-facing support to customers and employees throughout the employment lifecycle. This is an HR Operations and Global Employment support role, not technical IT support.

• Manage complex queries related to payroll, contracts, leave, benefits, compliance, and country-specific employment processes across EMEA.
• Investigate cases, coordinate with internal teams and external partners when needed, and ensure customers and employees receive clear, accurate, and timely updates.

Key Responsibilities

• Manage and resolve complex client and employee cases through our ticketing platform.
• Support queries related to contracts, amendments, payroll, payslips, taxes, leave, benefits, compliance, and offboarding.
• Investigate issues, identify root causes, and provide practical, accurate resolutions.
• Partner with Payroll, Finance, Legal, Onboarding, Offboarding, and other internal teams to resolve cases.
• Communicate progress, timelines, and outcomes clearly with clients and employees.
• Escalate complex or high-risk cases with complete context and ownership.
• Apply country-specific employment requirements across EMEA and maintain accurate case documentation.
• Identify recurring issues and contribute to knowledge-base content, self-service resources, and process improvements.
• Manage multiple cases while meeting SLAs and maintaining a high-quality customer experience.
• Use client feedback and support trends to help improve our processes and service delivery.

Qualifications

• 3+ years of experience in HR Operations, Employee Lifecycle, EOR, PEO, HRTech, or global employment support.
• Demonstrated experience supporting employees or clients through a ticketing system such as Zendesk, Freshdesk, Intercom, Salesforce, or ServiceNow.
• Practical knowledge of employment lifecycle processes, including contracts, payroll support, leave, benefits, compliance, and offboarding.
• Experience supporting multiple EMEA countries and confidence navigating country-specific employment requirements.
• Strong written and verbal English communication skills; able to explain complex employment topics clearly and empathetically.
• Proven ability to investigate complex cases, coordinate cross-functional stakeholders, and maintain ownership through resolution.
• Comfortable managing a high-volume queue, prioritizing urgent cases, and working against SLAs.
• Highly organized, detail-oriented, and comfortable working independently in a remote, fast-paced environment.
• Experience creating documentation, knowledge-base articles, or process improvements is a plus.

Benefits

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid) - based on the nature of the job
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one