Employee Support Specialist (EMEA) at Remote People

About the Role

As an Employee Support Specialist, you will provide high-quality, end-to-end support to employees and clients across EMEA. You will manage employment-related cases throughout the employee lifecycle, including payroll, benefits, leave, contracts, amendments, onboarding, offboarding, and country-specific employment processes.

This is not a traditional HRBP, recruitment, or purely administrative role. You will investigate issues, identify the appropriate path to resolution, coordinate with specialist teams, and retain ownership of communication until each case is resolved. The ideal candidate is comfortable working in a fast-paced, SLA-driven environment and can explain complex employment matters clearly and empathetically.

Key Responsibilities

• Own employee and client support cases across EMEA from initial query through resolution.

• Investigate questions relating to payroll, payslips, tax, benefits, leave, employment contracts, amendments, onboarding, offboarding, and local employment processes.

• Identify root causes by reviewing case history, internal systems, documentation, and country-specific guidance.

• Partner with Payroll, Legal, Finance, Benefits, Customer Success, and local providers to resolve cases accurately and on time.

• Maintain ownership of stakeholder communication, providing clear updates, setting realistic expectations, and escalating appropriately where needed.

• Manage a high-volume case queue, prioritizing urgent matters and meeting 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.

Qualifications

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

• Hands-on experience supporting employees or clients across multiple EMEA countries.

• Demonstrated experience managing cases involving payroll, benefits, leave, employment contracts, amendments, onboarding, offboarding, or employment compliance.

• Ability to independently investigate an issue, determine the right stakeholders to involve, and drive the case through to resolution.

• Experience working in a ticketing or case-management environment, with familiarity with SLAs, quality metrics, CSAT, and/or case volumes.

• Excellent written and verbal English communication skills, with the ability to explain complex information clearly and concisely.

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

• Experience with systems such as Zendesk, ServiceNow, Jira, Salesforce, Workday, BambooHR, or similar platforms is preferred.