The Agent Operations HR Experience will support global functions, the HR hotline, and urgent HR operational tasks while collaborating closely with regional HR teams. This role is function-focused, supporting global HR operational processes and providing temporary backup coverage for country operations when required. This role is part of a newly built global HR team responsible for handling urgent, time-sensitive HR requests across multiple regions, leveraging AI and automation to deliver faster, smarter support.
Responsibilities:

• Provide operational HR support for requests across multiple regions and time zones.

• Manage and execute global HR operational tasks across the employee life cycle, ensuring accuracy and compliance with internal procedures.

• Respond to and manage inquiries through the HR hotline and written communication channels, addressing EOR and client HR-related questions.

• Manage and process operational requests while ensuring timely delivery within established SLAs

• Serve as temporary operational backup for country HR operations when coverage gaps occur.

• Collaborate with country owners and team leads to ensure continuity of HR service delivery.

• Participate in cross-functional initiatives and operational improvements as required.

• Other ad hoc duties as required by the HR Experience department to support operational needs.

• Design, build, and maintain AI agents and automation workflows that support HR operations at scale

• Identify manual or repetitive HR processes and turn them into reliable, intelligent automations

• Monitor agent performance, troubleshoot issues, and iterate based on data and feedback

• Other ad hoc duties as required by the HR Experience department to support operational needs.

Qualifications:

• Minimum of 2+ years of experience in HR operations, HR shared Services, or a similar HR support role, with hands-on experience in AI and automations.

• Fluent in English, and local language

• Ability to work flexible shifts, including evenings, weekends, and holidays, as part of a 24/7 global support model

• Demonstrated experience working in high-volume HR operational environments

• Experience working in a global HR environment supporting multiple regions or countries

• Proven ability to manage time-sensitive HR requests and operational tasks while maintaining accuracy and quality

• Excellent written and verbal communication skills

• Strong organizational and prioritization skills, with the ability to manage multiple tasks and meet SLAs in a fast-paced environment

• Experience handling HR helpdesk, HR hotline, or ticket-based support systems is highly desirable

• Experience with HR systems, case management tools, or HRIS platforms

• Strong analytical thinking; ability to map processes and turn them into automated solutions

• Must be located in the EMEA region

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

• Stock grant opportunities dependent on your role, employment status and location

• Additional perks and benefits based on your employment status and country

• The flexibility of remote work, including optional WeWork access