RemoFirst empowers employers to be free from geographical boundaries when accessing talent, allowing employees to pursue opportunities wherever they may exist. We are on a mission to be the FIRST to truly revolutionise the industry and be a generational company.
Our platform offers a full-range people management tool, employee benefits like health insurance, and financial benefits, and enabling clients to hire anyone from anywhere with one click. RemoFirst manages employees and contractors for Fortune 500 companies (e.g., Microsoft, Mastercard) and the best startups worldwide (e.g., TransferGo).
We are a small but strong team of 100+ people (and growing) hyper-focussed on delivering a world-class platform and unparalleled service with our industry-leading partnerships. As we scale, we are evolving our support function into a centralized, tiered system to ensure exceptional client and employee experiences. Support Specialists will play a critical role in this transformation by delivering high-quality assistance, resolving complex queries, and collaborating across departments to uphold industry-leading service standards.
As a Support Specialist, you will be responsible for handling diverse inquiries within our centralized support system.

This role may be positioned within one of three tiers based on your skills and competencies:

• Tier 1: Generalists managing basic inquiries and triaging tickets.
• Tier 2: Specialists resolving complex, process-driven issues.
• Tier 3: Senior advisors managing escalations and cross-functional collaboration.

You will work closely with clients, employees, and internal teams to ensure queries are resolved efficiently. This is an opportunity to grow your career while contributing to the success of a fast-growing, mission-driven organization.

TECHNICAL SKILLS:

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• Support Tool Expertise: Advanced understanding of best practices in support operations, including ticket tagging, workflow routing, automation setup, SLA tracking, knowledge base optimization, and reporting for performance insights.

• Data Fluency: Ability to create and analyze reports or dashboards for tracking KPIs, team performance, and process improvements.
• Technical Adaptability: Quick to learn and master new software, tools, and systems relevant to remote work and global support operations.

WHAT YOU’LL BE DOING:

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• Support Operations

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• Handle incoming inquiries through Zendesk, ensuring accurate and timely responses.

• Resolve issues related to global employment, compliance, payroll, and employee support.
• Escalate complex issues to the appropriate tiers or departments when needed.
• Collaboration
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• Collaborate with internal teams and external stakeholders, including Finance, Business Operations, Local Teams, and Customer - Success Managers (CSMs), to resolve queries.

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• Maintain clear documentation of issues and resolutions to ensure seamless handoffs.

• Process Improvement
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• Provide feedback on workflows and support processes to enhance efficiency and service quality.

• Contribute to the development and refinement of best practices for support operations.
• Knowledge Management
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• Stay up-to-date on global employment laws and company policies to provide accurate guidance.

• Share insights and knowledge with teammates to foster continuous improvement.

This role may be positioned within one of three tiers based on your skills and competencies:

• Tier 1: Generalists managing basic inquiries and triaging tickets.
• Tier 2: Specialists resolving complex, process-driven issues.
• Tier 3: Senior advisors managing escalations and cross-functional collaboration