Senior HR Advisor, Escalations

Responsibilities

• Own end-to-end, high-severity client escalations across multiple countries and time zones, serving as the primary contact during elevated retention-risk events.
• Partner with local HR Advisory and Legal teams on complex employee relations issues and cross-border terminations across diverse regulatory and labor-law frameworks.
• Orchestrate cross-functional response teams across Payroll, Benefits, Legal, Product, Sales, and Operations.
• Communicate directly with client executives and HR leaders during crisis situations, setting expectations and mitigating churn risk.
• Define escalation severity, conduct intake assessments, create resolution plans, and maintain documentation and milestone tracking.
• Conduct post-mortems and root-cause analyses, implementing preventative process controls with cross-functional teams.

Requirements

• 8+ years of relevant experience in global HR operations, EOR/PEO services, client escalation management, or complex global programs.
• Working knowledge of international employment frameworks, global HR compliance, and cross-border operations.
• Experience de-escalating high-stress situations with senior stakeholders, executives, and clients.
• Ability to influence without authority, mediate conflicts, and align cross-functional teams.
• Strong analytical, root-cause investigation, project management, and executive communication skills.
• Exceptional emotional intelligence, composure under pressure, and flexibility to support urgent escalations across time zones.

Compensation and Benefits

• Salary: CAD 95,000–135,000.
• Competitive benefits and equity.
• Fully remote eligibility for employees based in British Columbia or Quebec.