HR Services Analyst - Chat Support

About the role

The HR Services Analyst – Chat Support provides timely, accurate assistance to current and former associates via a dedicated HR chat channel. Acting as a subject‑matter expert, the analyst handles a high volume of inquiries, ensuring confidentiality and delivering a superior customer experience throughout the employee lifecycle.

Key responsibilities

• Respond to HR‑related questions (payroll, policy, compliance, etc.) through live chat, maintaining a professional and helpful tone.
• Utilize case‑management tools and the knowledge base to track, document, and resolve requests.
• Escalate or transfer complex or confidential inquiries to appropriate HR partners.
• Serve as a mentor and point of escalation for global HR Service teams, sharing best practices and knowledge.
• Identify recurring issues, propose improvements, and participate in audits to enhance service quality.
• Handle electronic document intake, sorting, and distribution as required.

Required profile

• Strong written communication skills with the ability to convey complex HR information clearly.
• Excellent multitasking, prioritisation, and time‑management abilities in a fast‑paced environment.
• Commitment to strict confidentiality and data‑privacy standards.
• Proactive attitude toward continuous improvement and feedback collection.

Required skills

• Experience with case‑management or ticketing systems.
• Familiarity with HR knowledge‑base platforms.

What we offer

• Opportunity to work with a global HR team and develop deep HR transaction expertise.
• Collaborative environment focused on service excellence.