Experience Specialist

What We’re Looking For

We are seeking a passionate, customer-focused Experience Specialist to join our Ask HR Team.

The primary responsibility of this role is to deliver exceptional customer service to employees by accurately and quickly addressing their HR-related questions through written communication using our custom online tool.

Reporting to the Senior Manager of HR Transformation, this role supports our mission to transform how HR engages with every member of our workforce.

What You’ll Be Doing

• Provide a customer-first service experience, helping employees across North America get clear, accurate answers to their HR questions through the Ask HR online tool.
• Serve as a trusted partner who reinforces Ask HR as a reliable, responsive support channel.
• Correctly identify the employee’s population segment (e.g., job level, worker type, work location, company entity) to ensure the proper context for answering their question.
• Interpret questions accurately—even when vague—and follow up as needed to clarify the employee’s intent.
• Communicate using a warm, positive, professional written tone that reflects our brand and HR values.
• Maintain strict privacy and confidentiality regarding employee inquiries.
• Navigate a large knowledge library (30 categories, hundreds of documents) to locate accurate answers; collaborate with Subject Matter Experts when needed.
• Manage a daily caseload of 20–30 online inquiries, ensuring all questions are resolved or escalated within 24 hours or less.
• Exercise sound judgement to identify when issues need to be escalated, and complete appropriate handoffs to escalation partners.

Required Skills & Qualifications

• Strong written communication skills with the ability to convey information clearly, professionally, and empathetically.
• Exceptional customer service mindset with a commitment to providing high-quality support.
• Ability to interpret and clarify employee needs, even when questions lack detail.
• Strong attention to detail and accuracy in responses.
• Ability to work independently while managing a high volume of inquiries.
• Strong research and navigation skills to quickly locate information within large libraries or knowledge bases.
• High level of discretion and respect for confidentiality.
• Critical thinking and judgement to determine when escalation is appropriate.
• Comfortable collaborating with cross-functional HR partners and Subject Matter Experts.

Preferred Skills

• Experience in HR service delivery, HR operations, call center/customer support, or employee helpdesk environments.
• Familiarity with HR policies and processes.
• Experience using case management, ticketing, or knowledge management tools.
• Ability to thrive in a fast-paced, transformation-focused environment.