Senior HR Service Partner – Americas

• Serve as the first point of contact for HR-related inquiries from associates and leaders
• Manage assigned caseload in the case management system for complex level 2 transactions/requests such as preboarding and severance
• Log and manage tickets/cases in the system
• Guide users on self-service tools and knowledge base content
• Support the development and improvement of knowledge base articles, FAQs, internal process documentation, and standard work
• Ensure SLAs and service quality standards are met with a high level of accuracy
• Ensure consistent application of policies and standard work procedures
• Escalate unresolved or complex cases to Tier 3 and subject matter experts as needed
• Manage confidential matters and resolve escalated cases
• Participate in continuous improvement efforts and workshops; provide insights to improve processes or self-service tools
• Advise, train, and coach Tier 1 Service Partners

• College Degree
• English and Portuguese for the Americas Region; Spanish preferred as well
• 3–5 years of HR experience, preferably in a shared services environment
• Solid understanding of HR policies and regulatory requirements
• Experience logging and managing tickets/cases in management/CRM tools, preferably JIRA
• Experience with HRIS such as Workday, SAP, or Oracle
• Strong analytical mindset; able to spot trends and suggest improvements
• Strong communication and problem-solving skills

• Remote work model
• Competitive salary
• Attractive benefits
• Flexible working hours
• Structured onboarding and training
• Career development and coaching opportunities
• A collaborative and supportive team environment