HR Specialist Level 3 – EMEA

Position Overview:

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.

Key Qualifications:

• 4–6+ years of experience in HR Operations, Employee Services, Shared Services HR, Employee Relations, EOR, PEO, or a similar environment.
  
• Strong multi-country EMEA HR knowledge; experience supporting Spain, Italy, the UK, Germany, and France is highly preferred.
  
• Proven experience independently managing complex HR escalations and sensitive employee cases.
  
• Solid knowledge of the employee lifecycle, including employment documentation, leave, payroll and benefits, employee relations, and offboarding.
  
• Excellent written and spoken English, with the ability to communicate confidently and empathetically with employees and clients.
  
• Strong judgment, investigation, problem-solving, and stakeholder-management skills.
  
• Experience using ticketing or case-management tools such as Intercom, HubSpot, Zendesk, or similar.
  
• Previous EOR, PEO, or global employment experience is highly preferred.