Employee Support Specialist

As an Employee Support Specialist, you’ll own complex, multi-step employee cases that require end-to-end case management, specialized knowledge, and a high-touch employee experience. You’ll focus your time across Global Mobility and Immigration and Benefits Leave Support, serving as the primary employee-facing case owner across both specialties. You’ll guide employees and managers through complex processes while partnering closely with Human Resources, Benefits, Payroll, Legal, Immigration Team, third-party administrators, vendors, and other cross-functional partners to drive timely resolution and a seamless employee experience.

Serve as the primary case owner for Global Mobility, Immigration, and Leave Support requests from intake through resolution, giving employees proactive communication throughout the lifecycle of each case.

Guide employees and managers through global mobility, immigration, and leave processes by clearly explaining eligibility, timelines, documentation requirements, expectations, and next steps.

Manage case milestones, documentation, service level agreements, and reporting within Workday, JustAsk, and other case management platforms while maintaining accurate and timely case records.

Own the employee-facing experience for sensitive, compliance-driven cases, coordinating handoffs with the Benefits Team and other subject matter experts while maintaining ownership of employee communication and case management.

Escalate complex policy, compliance, accommodation, or legal matters to the appropriate teams while remaining the primary point of contact for the employee.

Identify recurring employee questions and opportunities for process improvement and automation, contributing to knowledge management, reporting, and operational efficiency.