Employee Support Specialist (HR, Payroll & Global Employment)
New
R
Remote PeopleGlobal employment
Remote - EMEAFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal English communication skills
- Experience
- At least 3 years of experience in Employee Support, HR Operations, Payroll Support, Global Employment, EOR/PEO, HRTech, or multinational HR Shared Services.
- Required Skills
- SalesforceJiraZendeskServiceNow
Requirements
- Have at least 3 years of experience in Employee Support, HR Operations, Payroll Support, Global Employment, EOR/PEO, HRTech, or multinational HR Shared Services.
- Have hands-on experience supporting employees or clients across multiple EMEA countries.
- Have experience managing cases involving payroll, benefits, leave, employment contracts, amendments, onboarding, offboarding, or employment compliance.
- Be able to independently investigate issues, identify the right stakeholders, and drive cases through to resolution.
- Have experience in a ticketing or case-management environment.
- Be familiar with SLAs, quality metrics, CSAT, and/or case volumes.
- Have excellent written and verbal English communication skills and be able to explain complex information clearly and concisely.
- Demonstrate strong judgement, attention to detail, and the ability to prioritise competing requests.
- Experience with Zendesk, ServiceNow, Jira, Salesforce, Workday, BambooHR, or similar platforms is preferred.
Responsibilities
- Own employee and client support cases across EMEA from initial query through resolution.
- Investigate questions about payroll, payslips, tax, benefits, leave, employment contracts, amendments, onboarding, offboarding, and local employment processes.
- Review case history, internal systems, documentation, and country-specific guidance to identify root causes.
- Partner with Payroll, Legal, Finance, Benefits, Customer Success, and local providers to resolve cases accurately and on time.
- Maintain stakeholder communication, provide updates, set expectations, and escalate when needed.
- Manage a high-volume case queue, prioritise urgent matters, and meet agreed SLAs.
- Document case outcomes and identify recurring issues, knowledge gaps, and opportunities to improve processes.
- Contribute to internal knowledge-base articles, SOPs, and scalable support processes.
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