Global Employment Support Specialist (L2) – EMEA

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.

Key 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.