Serve as Tier 1 support for employee inquiries across benefits, payroll, pay programs, people systems, policy, and general HR topics via case, chat, and occasional walk-ups.
Own end-to-end case handling: triage, diagnose, resolve or route; document clearly; close the loop on time and in full.
Use our tools confidently, working in case management and HR systems (e.g., ServiceNow, Workday, iCIMS or similar) to research, process transactions, and keep records accurate.
Create clarity at scale by leveraging response templates and knowledge articles; propose updates to keep content current and easy to follow.
Escalate well: identify risk, apply judgment, and partner with COEs/People Partners when issues need Tier 2 support.
Support lifecycle moments (e.g., onboarding tasks, employment changes, offboarding steps) with accuracy, urgency, and a great employee experience.
Meet quality and timeliness standards (SLA, CSAT, first-contact resolution) while maintaining confidentiality and compliance.
Continuously improve: flag trends, eliminate root causes, and suggest process or automation opportunities that make support faster and clearer.
2+ years in HR shared services, People Operations, or high-volume employee/customer support.
Systems fluency with HRIS and ticketing (ServiceNow, Workday, iCIMS or comparable tools).
Clear, empathetic communication you simplify complexity, document well, and tailor your message to the audience.
Sound judgment and discretion with sensitive information; strong attention to detail and follow-through.
Bias for action in a fast-moving, ambiguous environment; you prioritize, adapt, and finish strong.
Bonus: experience in benefits or payroll support; knowledge base authoring; contact center/chat workflows; shift flexibility during peak cycles.