Employee Support Specialist – HR, Payroll, Global Employment
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Job Description
Employee Support Specialist supporting Remote People’s global payroll and employment platform across EMEA. Managing employee lifecycle cases involving payroll, benefits, contracts, onboarding, and compliance.
Responsibilities:
- Provide end-to-end support to employees and clients across EMEA
- Manage employment-related cases throughout the employee lifecycle, including payroll, benefits, leave, contracts, amendments, onboarding, offboarding, and country-specific employment processes
- Investigate issues and identify appropriate resolution paths
- Own employee and client support cases from initial query through resolution
- 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
- Maintain stakeholder communication, provide updates, set expectations, and escalate appropriately
- Manage a high-volume case queue, prioritise urgent matters, and meet agreed SLAs
- Document case outcomes and identify recurring issues, knowledge gaps, and process improvements
- Contribute to knowledge-base articles, SOPs, and scalable support processes
Requirements:
- 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 issues, identify stakeholders, and drive cases through resolution
- Experience working in a ticketing or case-management environment
- Familiarity with SLAs, quality metrics, CSAT, and/or case volumes
- Excellent written and verbal English communication skills
- Strong judgement, attention to detail, and ability to prioritise competing requests
- Experience with Zendesk, ServiceNow, Jira, Salesforce, Workday, BambooHR, or similar platforms is preferred
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
- Necessary hardware provided to all new joiners
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