Support Specialist

Summary

Join RemoFirst, a fast-growing company revolutionizing the global employment industry, as a Support Specialist. You will play a critical role in our centralized support system, handling diverse inquiries and collaborating with various teams. This role offers opportunities for career growth within a tiered system (Tier 1-3), allowing you to develop your skills and expertise. You will be responsible for resolving issues related to global employment, compliance, payroll, and employee support, while also contributing to process improvements and knowledge management. RemoFirst offers a supportive and inclusive culture, competitive compensation, and the flexibility of 100% remote work.

Requirements

• 2–3+ years of experience in customer support, operations, or a related role
• Proficiency in support platforms like Zendesk (or equivalent tools), including workflow management and automations
• Experience in EOR (Employer of Record), global HR, or payroll-related support
• Exceptional written and verbal communication skills in English, with the ability to adapt communication styles for diverse audiences
• Strong organizational and time-management skills to handle a high volume of inquiries across global time zones
• Proactive by nature – you anticipate challenges, take the initiative, and consistently seek improvements
• Proven ability to collaborate effectively in a remote-first, globally distributed environment

Responsibilities

• Handle incoming inquiries through Zendesk, ensuring accurate and timely responses
• Resolve issues related to global employment, compliance, payroll, and employee support
• Escalate complex issues to the appropriate tiers or departments when needed
• Collaborate with internal teams and external stakeholders, including Finance, Business Operations, Local Teams, and Customer - Success Managers (CSMs), to resolve queries
• Maintain clear documentation of issues and resolutions to ensure seamless handoffs
• Provide feedback on workflows and support processes to enhance efficiency and service quality
• Contribute to the development and refinement of best practices for support operations
• Stay up-to-date on global employment laws and company policies to provide accurate guidance
• Share insights and knowledge with teammates to foster continuous improvement

Preferred Qualifications

• Knowledge of employment laws and compliance practices across multiple countries
• Advanced Zendesk expertise, including analytics and reporting capabilities
• Multilingual skills to support a diverse, global client base

Benefits

• Competitive compensation
• Work equipment of your choice
• 100% remote work
• PTO regulated by local statutory
• Health insurance