HR Operations & Global Employment Support Specialist (L2) – EMEA

About the Role

As a Global Employment Support Specialist (L2) – EMEA, you will provide high-quality, client-facing support to customers and employees throughout the employment lifecycle. This is an HR Operations and Global Employment support role, not technical IT support.

You will manage complex queries related to payroll, contracts, leave, benefits, compliance, and country-specific employment processes across EMEA. You will investigate cases, coordinate with internal teams and external partners when needed, and ensure customers and employees receive clear, accurate, and timely updates.

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.