POSITION SUMMARY
The People Support Associate plays a critical role in our tiered HR Shared Services model, managing Tier 0 and Tier 1 colleague inquiries. This role serves as the frontline support for employee questions related to HR systems, policies, and general employment matters. The Associate will also support administrative elements of the offboarding process, such as drafting termination letters and closing out access and documentation in a timely and compliant manner. With a focus on service excellence, continuous improvement, and comfort with evolving technology, this role ensures our People Support experience is accurate, timely, and efficient.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as the first point of contact for Tier 0 and Tier 1 People inquiries, resolving or triaging tickets through FreshService to ensure prompt and accurate service.
- Provide clear and professional guidance on company policies, procedures, and navigating HR systems, using established knowledge base articles and internal documentation.
- Maintain and build Tier 0 (self-service) content in partnership with SMEs across People Operations to ensure accurate, user-friendly resources for employees.
- Draft termination letters and support administrative offboarding tasks, ensuring accurate documentation and coordination with appropriate teams (e.g., HRIS, IT).
- Manage employment verification requests in accordance with policy and compliance requirements.
- Identify trends and recurring questions in ticket traffic; recommend updates to self-service tools or process improvements.
- Serve as a resource for navigating People processes, systems, and internal team contacts.
- Uphold standards of confidentiality and integrity while working with sensitive employee information.
VALUES
- Detail-Oriented: Delivers consistent and accurate work, particularly when handling sensitive employee data and documentation.
- Responsive: Prioritizes timely communication and follow-up; understands the urgency behind employee requests.
- Solution-Seeker: Uses sound judgment to address issues independently when possible, escalating only when necessary.
- Collaborative: Partners effectively with other members of People Operations to ensure aligned and comprehensive support.
- Empathetic: Balances professionalism with compassion in employee interactions, particularly during offboarding moments
- Continuously Improving: Embraces change and new technology; seeks ways to automate, simplify, and optimize workflows through tools, systems, and AI
KNOWLEDGE, SKILLS AND ABILITIES
- Excellent verbal and written communication skills.
- Familiarity with HRIS (UKG preferred) and ticketing systems (FreshService or equivalent).
- Comfortable working with evolving tools, automation platforms, and AI-based solutions to improve efficiency.
- Ability to manage multiple priorities with speed and accuracy.
- Understanding of HR policies and compliance obligations, particularly related to offboarding.
- Eagerness to improve existing processes and contribute to a culture of operational excellence.
- Comfortable working autonomously and as part of a distributed team.
EDUCATION AND EXPERIENCE
- 2–4 years of HR, shared services, or administrative support experience, including direct employee interaction.
- At least 1 year of experience supporting employee lifecycle processes, including terminations.
- Experience working in or supporting a ticketing/case management system.
- Bachelor's degree in a related field or equivalent experience preferred.
Equal Opportunity Employer
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