HR Specialist Level 3 – EMEA

As an HR Specialist Level 3 – EMEA, you will be the senior escalation point for complex and sensitive employee cases within our EOR service. You will take ownership of cases that Level 1 and Level 2 teams have not been able to resolve, ensuring employees and clients receive a clear, accurate, and compliant resolution.

This is a hands-on and customer-facing role. You will manage cases through tickets and email, while joining calls when needed to support sensitive conversations, de-escalate concerns, and communicate clearly with employees and clients. You will also identify recurring issues, document processes and guidance, and help prevent similar escalations from happening again.

Key Responsibilities:

• Act as the senior escalation point for complex and sensitive employee cases across EMEA.
• Own cases end-to-end when they cannot be resolved by Level 1 and Level 2 HR teams.
• Manage escalations across contracts, onboarding, leave, payroll and benefits queries, employee relations, and offboarding.
• Investigate issues, assess risk, identify root causes, and determine appropriate resolution paths.
• Support employees and clients through tickets, email, and calls, including sensitive conversations and customer de-escalation.
• Work closely with Payroll, Operations, Legal, Compliance, Finance, and regional stakeholders to resolve cases.
• Keep clear and accurate documentation in ticketing and HR systems.
• Identify recurring issues and document processes and guidance to help prevent the same escalations from happening again.