Support Specialist

Summary

Join RemoFirst, a fast-growing company revolutionizing the global employment industry, as a Support Specialist. You will handle diverse inquiries through Zendesk, resolving issues related to global employment, compliance, payroll, and employee support. Collaborate with internal and external stakeholders to ensure efficient query resolution. Contribute to process improvements and knowledge management by providing feedback and staying updated on global employment laws. This role requires strong communication, organizational, and problem-solving skills, along with experience in customer support and EOR/global HR. RemoFirst offers a dynamic startup environment, competitive compensation, top-of-the-range equipment, 100% remote work, and PTO regulated by local statutory.

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
• Support Tool Expertise : Advanced understanding of best practices in support operations, including ticket tagging, workflow routing, automation setup, SLA tracking, knowledge base optimization, and reporting for performance insights
• Data Fluency : Ability to create and analyze reports or dashboards for tracking KPIs, team performance, and process improvements
• Technical Adaptability : Quick to learn and master new software, tools, and systems relevant to remote work and global support operations
• Empathy and Communication : Ability to handle complex and sensitive conversations professionally, with a customer-first mindset
• Problem Solving : Proactive in diagnosing challenges, developing actionable solutions, and escalating when necessary
• Attention to Detail : Ensures accuracy in compliance-driven processes and maintains high-quality outputs under pressure
• Time Management : Excels in managing multiple priorities and deadlines across diverse time zones
• Collaboration and Teamwork : Works seamlessly with cross-functional teams, ensuring alignment and effective communication across departments
• Adaptability : Thrives in a dynamic environment, adjusting to changing priorities, new tools, and emerging challenges
• Customer Advocacy : Acts as a champion for customer needs, providing feedback to internal teams to drive improvements in products and processes

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
• Top-of-the-range work equipment
• 100% remote work
• PTO regulated by local statutory
• Health insurance