About the Role
Responsibilities:
Employee Support & Case Management
Act as the primary point of contact for Workmates, fielding inquiries through various channels (ticketing system, email, chat) regarding HR policies, talent practices, and systems.
Manage the full lifecycle of support cases, ensuring timely resolution by leveraging resources, policy documentation, and cross-team relationships.
Utilize case management tools to track issues, adhering to support playbook scripts while identifying opportunities to personalize the experience.
Process & Knowledge Management
Maintain the People Support Playbook, ensuring all process documentation, scripts, and FAQs are updated regularly to reflect current workflows.
Identify process improvements on an ongoing basis to increase efficiency and the quality of the employee experience.