HR Specialist Level 3 – EMEA

Jobtailor; Deutschland; Hybrid; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a senior HR Escalation Specialist to act as the escalation point for complex employee cases across EMEA. You will own cases end-to-end when Level 1/2 cannot resolve them, handling contracts, onboarding, leave, payroll, benefits, and offboarding.

You will investigate issues, assess risk, and determine resolution paths while maintaining meticulous documentation. Collaboration with Payroll, Legal, and other functions is essential to deliver empathetic, compliant outcomes.

Qualifikationen

• 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.

Aufgaben

• 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

Kenntnisse

HR Operations Management

Employee Relations

Complex Escalation Handling

Multi-Country EMEA HR Knowledge

Ticketing System Proficiency

Tools

Intercom

HubSpot

Zendesk

Case-Management Tools

Jobbeschreibung

• 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

Requirements

• 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

Core Competencies

Demonstrates extensive experience in managing complex HR escalations and sensitive employee cases across EMEA, with a strong understanding of the employee lifecycle and multi-country HR operations. Proficient in stakeholder management, problem-solving, and effective communication in both written and spoken English.

Highest-signal resume keywords

• HR Operations Management
• Employee Relations
• Complex Escalation Handling
• Multi-Country EMEA HR Knowledge
• Ticketing System Proficiency

ATS Optimization Keywords

Hard Skills

• Employee Lifecycle Management
• Payroll Knowledge
• Benefits Administration
• Onboarding Processes
• Offboarding Procedures
• Risk Assessment
• Root Cause Analysis
• Documentation Skills
• Problem-Solving
• Judgment Skills

Soft Skills

• Empathetic Communication
• Stakeholder Management
• Customer De-Escalation
• Confident Communication
• Investigative Skills

Industry Keywords

• Employee Services
• Shared Services HR
• EOR
• PEO
• EMEA HR Knowledge

Tools & Technologies

• Intercom
• HubSpot
• Zendesk
• Case-Management Tools