HR Specialist Level 3 – EMEA

• 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