We are seeking a seasoned HR professional to join our team as an Employee Success Advisor. This role involves delivering exceptional customer support through various channels and owning the knowledge content ecosystem.
Key Responsibilities:
* Provide Tier 1 support to employees and managers via a Salesforce-powered portal and social support channels.
* Develop and maintain high-quality, searchable, and accessible content that improves self-service rates and drives optimization.
* Act as a case deflection champion using insights and AI-driven recommendations to continuously improve knowledge effectiveness and reduce case volumes.
Requirements:
* Bachelor's degree required.
* 3-4 years of experience in HR operations, content management, or employee support within a shared services or centralized environment.
* Strong writing skills and experience in creating or maintaining knowledge base articles, FAQs, and how-to content.
Familiarity with AI-powered support models, conversational bots, or virtual agents is beneficial. Work will be performed in a fast-paced, global environment with shifting priorities.