Senior HR Advisor, Escalations
Leads high-severity global EOR HR escalations, coordinating payroll, benefits, legal, product, sales, and operations teams while guiding clients through complex employee-relations and compliance issues. Requires 8+ years of relevant experience, international HR expertise, strong executive communication, and influence without direct authority.
About the job
Responsibilities
- Own critical, high-severity customer escalations end to end across multiple countries and time zones, serving as the primary point of contact during high-risk events.
- Partner with local HR advisory and legal teams to manage complex employee-relations matters and cross-border terminations in accordance with varying regulatory frameworks and employment laws.
- Coordinate cross-functional war rooms involving payroll, benefits, legal, product, sales, and operations teams to align strategy, remove blockers, and implement solutions.
- Communicate directly, transparently, and empathetically with client executives and HR leaders during crises; set realistic expectations and reduce churn risk.
- Establish escalation severity, conduct initial assessments, create concrete action plans, and maintain clear documentation and milestone tracking.
- Lead post-mortems and root-cause analyses, identify systemic gaps, and implement long-term preventive measures with cross-functional teams.
Requirements
- 8+ years of relevant experience in global HR operations, EOR/GEO services, customer escalation management, or complex global cross-functional program leadership.
- Practical knowledge of international employment frameworks, global HR compliance, and cross-border operational nuances.
- Proven ability to de-escalate high-tension situations with senior stakeholders, executives, and customers considering terminating services.
- Demonstrated ability to build consensus, mediate conflicts, and align cross-functional teams without direct people-management authority.
- 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
- Competitive salary, benefits, and equity.
- Final offers may vary based on career history, experience, and residence.
- Fully remote work is available for people residing in British Columbia or Quebec.
Skills
Global Hr Operations, Eor Services, Geo Services, International Employment Law, Global Hr Compliance, Employee Relations, Payroll, Benefits Administration, Cross-Border Operations, Escalation Management, Root-Cause Analysis, Project Management, Stakeholder Management, Executive Communication, Conflict Resolution
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