HR Support Agent

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

• Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
• Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
• Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: HR Support Agent

Location: Remote - India

Schedule: 8:00 am – 5:00 pm CST (6:30 pm – 3:30 am IST - IST schedule changes with US daylight savings time).

Role Description:

The HR Support Agent will be responsible for responding to queries and issues related to HR policies, procedures, and programs, and providing effective solutions or escalating the issue to the appropriate HR representative. The successful candidate will be a key member of the HR team, ensuring that employees receive timely and accurate information and support.

What you’ll do:

• Responsible for monitoring and maintaining the AskHR Service Center queue.
• Tends to customers' needs by providing accurate, timely, and thorough responses to ensure inquiries are resolved appropriately.
• Reviews and evaluates when ticket escalation is required by another member of the People team, utilizing stand operating procedures and help articles to determine the appropriate course of ticket assignment.
• Assigns and frequently checks in with ticket assignees on the status of open customer inquiries to ensure a positive customer experience.
• Documents ticket statuses and communications within tickets to ensure all parties are fully informed and aligned on progress updates and/or SLA delays.
• Regularly evaluates and identifies the cause of reoccurring queries and communicates with the appropriate COE to provide awareness and recommendations on solutions.
• Takes proactive initiative in maintaining and enhancing the AskHR Service Center customer experience, while evaluating self-service resources that may be missing from the intranet.
• Creates resources for employee self-service and optimization in collaboration with People team COEs.
• Ensures the employee intranet remains a relevant and effective self-service tool to quickly aid in employee needs by identifying demands in real-time, collaborating with others to create resources.
• Influences employees' utilization of the intranet for information by reinforcing the resources made available via self-service through various communications methods.
• Consistently provides attention to detail while maintaining accurate employee systems of records and other sources of critical people data.
• Collaborates with People team representatives and other ShipBob colleagues on day-to-day activities and project work to provide a best-in-class employee experience.
• Actively listens to remains aware of employee experience changes and developments which could impact employee needs or queries – e.g., APR season, the merit cycle, people systems updates, benefits open enrollment, etc.
• Displays a consistent and dedicated sense of ownership for AskHR’s customer satisfaction rating and proactively comes up with solutions to mitigate poor services impressions.
• Remains empathetic to customer needs by responding to queries with the customer in mind, providing effective solutions and demonstrating a commitment to exceptional customer service.
• Regularly monitors the AskHR metrics dashboard and communicates areas of opportunity, wins, and learnings to invested employee experience partners and owners.
• Supports new hire onboarding by owning and remaining accountable for designated tasks and responsibilities.
• Responsible for other duties, responsibilities, and projects as assigned.

What you’ll bring to the table:

• Bachelor’s degree in human resources or related field preferred.
• Minimum 2 years of experience in Human Resources.
• Excellent written and communication skills, including active listening, speaking clearly and effectively, and writing clear and concise messages.
• Intermediate proficiency in Microsoft 365 and HR Technology.
• Experience with a HR Service Center or other customer service ticketing platforms – Jira is a plus.
• Basic understanding of HR compliance and programs.
• Experience collaborating cross-departmentally to deliver comprehensive solutions for employees.
• Demonstrated skills in customer service with a commitment to providing exceptional service to employees and key stakeholders.
• Ability to work collaboratively and as a team player.
• Ability to prioritize work and manage time effectively.
• High attention to detail and accuracy.
• Keen perceptive in assessing employee needs and driving solutions to meet those needs.
• Ability to independently pull data and draw conclusions from progress reports.
• Excellent problem-solving skills, with the ability to identify the root cause of issues and provide effective solutions.
• Self-motivated and enthusiastic about delivery top-notch customer service.
• Action-oriented, will escalate matters when necessary and ask questions when in doubt.
• Curious, will investigate possible solutions when faced with challenges.
• Displays emotional intelligence when interacting and serving customers.

Reports to: Manager, Employee Services

Perks & Benefits:

• Medical, Term & Accidental Insurance
• All Purpose Leave (casual & sick time): 12 days
• Earned Leave: 15 days
• Public Holiday: 12 days
• Generous Maternity & Paternity Leave
• Quarterly Wellness Day
• Work From Home Allowance
• Referral Bonus Program
• Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You:

At ShipBob, we’re looking to bring on board people who embody our core values:

• Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
• Be Safety Minded. It’s not just talk; it’s the way you work.

About Us:

ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers.

As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.