RemoFirst gives employers the freedom to hire talent without being restricted by geographical boundaries, enabling employees to take advantage of opportunities wherever they are. We’re on a mission to revolutionize the industry and establish ourselves as a company that defines this generation.
Our platform provides a full suite of people management tools, offering employee benefits like health insurance and financial perks, all while making it easy for clients to hire talent from anywhere with a single click. We proudly manage employees and contractors for some of the world’s leading companies, including Fortune 500 giants like Microsoft and Mastercard, as well as fast-growing startups like TransferGo.
We’re a small but strong team of 100+ people (and growing), fully committed to delivering a top-tier platform and outstanding service through our trusted industry partnerships. As we expand, we are transforming our support function into a centralized, tiered system designed to deliver exceptional experiences for both clients and employees. Support Specialists will play a key role in this process, providing high-quality assistance, resolving complex issues, and working closely across teams to maintain our high standards of service.
As a Support Specialist, you’ll handle a variety of inquiries as part of our centralized support system. Your role will be determined based on your skills and experience, falling into one of three tiers:
- Tier 1: Generalists who manage basic inquiries and triage tickets.
- Tier 2: Specialists who solve more complex, process-based issues.
- Tier 3: Senior advisors who handle escalations and collaborate across departments.
You’ll work with clients, employees, and internal teams to ensure that issues are resolved efficiently and effectively. This is a great opportunity to grow your career while making an impact at a fast-growing company with a mission to change the way the world works.
What you will be doing
- Support Operations
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.
- Collaboration
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.
- Process Improvement
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.
- Knowledge Management
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 Have:
- Familiarity with employment laws and compliance practices across various countries.
- Advanced proficiency in Zendesk, including expertise in analytics and reporting.
- Multilingual abilities to effectively 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.