Employee Support Specialist

Accountabilities:

• • Own Global Mobility, Immigration, and Leave Support cases end-to-end, from intake through resolution, while maintaining proactive and consistent communication with employees and managers.
  • Guide employees and managers through complex processes by clearly explaining eligibility requirements, timelines, documentation, expectations, and next steps.
  • Manage case milestones, documentation, service-level commitments, reporting, and records across Workday, JustAsk, and other relevant case management platforms.
  • Deliver a high-touch employee experience for sensitive and compliance-driven cases while maintaining confidentiality and ensuring accurate case management.
  • Coordinate with Benefits, Human Resources, Payroll, Legal, immigration specialists, managers, vendors, and third-party administrators to facilitate timely resolutions.
  • Escalate complex policy, compliance, accommodation, or legal matters to the appropriate subject matter experts while remaining accountable for employee communication and case progress.
  • Identify recurring employee questions, service gaps, and opportunities to improve processes, knowledge management, reporting, and automation.
  • Maintain accurate and timely case documentation and ensure service-level expectations are consistently met.
  • Apply sound judgment when balancing employee needs with organizational policies, legal requirements, and compliance considerations.

  Requirements:

  • At least 3 years of experience in HR Operations, Employee Services, Global Mobility, Immigration, Benefits, Leave Administration, Employee Relations, or a related People function.
  • Demonstrated experience managing sensitive, complex, multi-step employee cases involving multiple stakeholders and competing priorities.
  • Working knowledge of Global Mobility and Immigration processes and/or Leave of Absence programs, including disability and paid leave programs; experience across both areas is preferred.
  • Familiarity with leave and accommodation frameworks such as FMLA and ADA, or comparable Canadian and international requirements, is an asset.
  • Strong ability to explain complex policies and processes clearly, empathetically, and professionally while balancing employee advocacy with policy and compliance requirements.
  • Excellent written and verbal communication skills, with the ability to build trust and collaborate effectively with employees, managers, HR partners, Benefits, Payroll, Legal, immigration counsel, vendors, and third-party administrators.
  • Experience using HR information systems and case management platforms such as Workday and JustAsk.
  • Strong organizational and analytical skills, with exceptional attention to detail and the ability to manage service-level commitments.
  • High level of discretion and confidentiality when handling sensitive employee information.
  • Continuous improvement mindset, with an interest in identifying opportunities to streamline processes, improve employee experiences, and leverage automation.

  Benefits:

  • Remote work: Fully remote position available across Canada.
  • Professional environment: Opportunity to work in a technology-driven organization that actively embraces AI and emerging technologies.
  • Employee impact: High-touch role with the opportunity to directly improve employee experiences across complex and important People processes.
  • Cross-functional exposure: Regular collaboration with HR, Benefits, Payroll, Legal, Immigration, and other specialized teams.
  • Career development: Opportunity to deepen expertise across Employee Services, Global Mobility, Immigration, and Leave Support.
  • Innovation: Exposure to process improvement, automation, knowledge management, and technology-enabled employee support.
  • Compliance-focused experience: Opportunity to develop expertise in sensitive, regulated, and multi-stakeholder employee cases.
  • Inclusive workplace: Commitment to supporting employees and creating a collaborative environment where different perspectives are valued.