Hero Support Specialist

SmartRecruiters, Inc.; Berlin; Hybrid; EUR 52.000 - 70.000; Vollzeit

Benefits dieser Stelle

Hybrid work model (Berlin campus)

Educational Budget 1,000 EUR

Language courses

Parental support

Udemy Business access

Health & wellness benefits

Employee share plan

Sabbatical bank

Public transport discount

Life & accident insurance

Corporate pension plan

Meal vouchers

Zusammenfassung

Delivery Hero, headquartered in Berlin, seeks a Specialist, Hero Support to manage HR operations and employee lifecycles across DHSE Central. You will improve processes, ensure compliance, and advise with a strong governance mindset.

You will collaborate with Talent Acquisition, Payroll, Legal, and People Partners to maintain data integrity and deliver high-quality HR services, while adapting to a dynamic, cross-functional environment.

Qualifikationen

• 1–3+ years of hands-on experience in HR Operations or People Operations, managing end-to-end employee lifecycle processes in a fast-paced environment.
• Solid understanding of German labor law, social security regulations, and general HR administrative compliance.
• Strong proficiency with modern HR systems, particularly Workday and ticketing platforms like Jira or ServiceNow.
• A customer-centric, empathetic mindset with a strong focus on high-quality service delivery.
• Strong detail orientation, problem-solving skills, and ability to prioritize in a dynamic workflow.
• Excellent communication skills in English (C1+) and strong working knowledge of German (B1+ minimum).
• Experience in global mobility operations and business travel administration is considered a strong plus.

Aufgaben

• Act as a primary operational contact for employee and manager queries via Jira, Slack, and email, independently resolving mixed-complexity tickets per month while maintaining >90% SLA adherence.
• Execute employee lifecycle processes including employment contracts, amendments, probation management, transfers, and terminations, supporting a wide range of teams across the organization.
• Maintain accurate employee records in Workday and support pre-payroll data reconciliation, one-time payments, and compensation updates with 95% accuracy and strong attention to compliance.
• Apply working knowledge of German labor law and company policies to partner effectively with Talent Acquisition, Payroll, Legal, and People Partners, serving as a trusted consultative advisor to managers and stakeholders across the business.
• Identify operational bottlenecks and drive workflow enhancements in Workday and Jira, implementing process improvements per quarter to continuously elevate the employee experience.
• Maintain clear documentation, SOPs, and self-service Knowledge Base resources for employees and managers.
• Support cross-functional initiatives across HR compliance, process digitization, and audit readiness to enhance scalability and service quality.

Kenntnisse

Workday

Jira

ServiceNow

English (C1+)

German (B1+)

Customer-centric mindset

Communication

Tools

Workday

Jira

ServiceNow

Jobbeschreibung

As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in around 65 countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. We push hard, learn quickly and stay human along the way. It’s this wonderful mix of high performance and real community that makes Delivery Hero a place where ambition and belonging grow side by side. If you’re curious, collaborative and ready to dive deep into meaningful work, you’ll fit right in.

Job Description

We are on the lookout for a Specialist, Hero Support to join the People & Culture team on our journey to always deliver amazing experiences.

Your Role: As a Specialist in Hero Support, you will play a key role in managing HR operations, optimizing employee lifecycle workflows, and ensuring smooth service delivery across DHSE Central. You'll bring a blend of strong operational expertise and a continuous improvement mindset to keep our processes efficient, compliant, and candidate- and employee-friendly.

Operations & Case Management: Act as a primary operational contact for employee and manager queries via Jira, Slack, and email, independently resolving mixed-complexity tickets per month while maintaining >90% SLA adherence.

End-to-End Lifecycle Operations: Execute employee lifecycle processes including employment contracts, amendments, probation management, transfers, and terminations, supporting a wide range of teams across the organization.

Data Integrity & Compensation Administration: Maintain accurate employee records in Workday and support pre-payroll data reconciliation, one-time payments, and compensation updates with 95% accuracy and strong attention to compliance.

Stakeholder Collaboration & Advisory: Apply working knowledge of German labor law and company policies to partner effectively with Talent Acquisition, Payroll, Legal, and People Partners, serving as a trusted consultative advisor to managers and stakeholders across the business.

Process Improvement & Automation: Identify operational bottlenecks and drive workflow enhancements in Workday and Jira, implementing process improvements per quarter to continuously elevate the employee experience.

Knowledge Management: Maintain clear documentation, SOPs, and self-service Knowledge Base resources for employees and managers.

Projects & Operational Excellence: Support cross-functional initiatives across HR compliance, process digitization, and audit readiness to enhance scalability and service quality.

Qualifications

1–3+ years of hands-on experience in HR Operations or People Operations, managing end-to-end employee lifecycle processes in a fast-paced environment.

Solid understanding of German labor law, social security regulations, and general HR administrative compliance.

Strong proficiency with modern HR systems, particularly Workday and ticketing platforms like Jira or ServiceNow.

A customer-centric, empathetic mindset with a strong focus on high-quality service delivery.

Strong detail orientation, problem-solving skills, and ability to prioritize in a dynamic workflow.

Excellent communication skills in English (C1+) and strong working knowledge of German (B1+ minimum).

Experience in global mobility operations and business travel administration is considered a strong plus.

Additional Information

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week
• We offer 27 days holiday with an extra day on 2nd and 3rd year of service
• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.
• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Gym & Bicycle Subsidy
• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan
• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts. Courses.

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience.

Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at [e-mail].

Severely disabled applicants with equal qualifications will be given preferential consideration.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.