Support Specialist EMEA
Madrid / India / Manila / Egypt / Cape Town
Customer Success /
Full-time /
Remote
RemoFirst empowers employers to be free from geographical boundaries when accessing talent, allowing employees to pursue opportunities wherever they may exist. We are on a mission to be the FIRST to truly revolutionise the industry and be a generational company.
Our platform offers a full-range people management tool, employee benefits like health insurance, and financial benefits, and enabling clients to hire anyone from anywhere with one click. RemoFirst manages employees and contractors for Fortune 500 companies (e.g., Microsoft, Mastercard) and the best startups worldwide (e.g., TransferGo).
We are a small but strong team of 100+ people (and growing) hyper-focussed on delivering a world-class platform and unparalleled service with our industry-leading partnerships. As we scale, we are evolving our support function into a centralized, tiered system to ensure exceptional client and employee experiences. Support Specialists will play a critical role in this transformation by delivering high-quality assistance, resolving complex queries, and collaborating across departments to uphold industry-leading service standards.
As a Support Specialist, you will be responsible for handling diverse inquiries within our centralized support system.
This role may be positioned within one of three tiers based on your skills and competencies:
- Tier 1: Generalists managing basic inquiries and triaging tickets.
- Tier 2: Specialists resolving complex, process-driven issues.
- Tier 3: Senior advisors managing escalations and cross-functional collaboration.
You will work closely with clients, employees, and internal teams to ensure queries are resolved efficiently. This is an opportunity to grow your career while contributing to the success of a fast-growing, mission-driven organization.
What you'll be doing:
- Support Operations
- Collaboration
- Process Improvement
- Knowledge Management
- 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.
What you’ll need:
- 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.
Nice-to-Haves:
- 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.
Technical Skills:
- 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.
Behavioral and Core Competencies:
- 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.
Why work at RemoFirst?
- Startup environment. RemoFirst is an early-stage start-up. You have a voice and can influence and grow rapidly.
- Build & Scale From Scratch. Experience hyper-growth scale and help us build a great team of professionals worldwide that can help us achieve this ambitious vision.
- Work for a Market Leader. Scale a project that counts market-leading companies like Microsoft, Mastercard, and more as happy customers.
- Compensation and perks are great! Competitive compensation. Work equipment of your choice. 100% remote work. PTO regulated by local statutory.
- Culture. We lead with respect, kindness, and the right to fail. We value hard yet smart work. Diversity and inclusion are part of our DNA. As we grow and evolve, we welcome your input to help us define our culture further.
