People Services Coordinator - (Remote/US hours)

As a member of the ShipBob Team, you will... 

• Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
• Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote - India  

Shift Timing: US Hours – 6:30 PM to 3:30 AM IST

Role Description:  

The People Services Coordinator 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 People team partner. Additionally, the coordinator will participate in various projects aimed at improving HR processes and the employee experience. This role is a key member of the People team, ensuring that employees receive timely and accurate information and support, while also contributing to the development and implementation of new HR initiatives. At its core, this role influences the ShipBobber workplace experience and helps foster an engaging culture. This role reports to Manager, Employee Services. 

What you’ll do:  

• Responsible for monitoring and maintaining the People Service Center (PSC) queue. 
• Delivers accurate, timely, and comprehensive responses to employee inquiries, ensuring successful resolution and maintaining 95% compliance with SLAs for Time to First Response (2 hours) and Time to Resolution, as defined by inquiry type. 
• Reviews and evaluates when ticket escalation is required by another member of the People team, utilizing standard 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 employee and manager inquiries to ensure a positive employee 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. 
• Proactively enhances the People Service Center employee experience by identifying gaps in self-service resources on the intranet and contributing to the creation of at least five help articles per quarter, as part of a collaborative team effort driven by inbound inquiry trends. 
• Collaborates with People team Centers of Excellence (COEs) to develop self-service resources aimed at optimizing employee self-service, with a target of resolving 30% of eligible inquiries through help articles. 
• 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. 
• Maintains a high level of attention to detail while ensuring the accuracy of employee records and critical people data, aligned with a KPI target of 95% data accuracy. 
• Collaborates with People team partners and other ShipBob colleagues on day-to-day activities and project work to provide a best-in-class employee experience. 
• Actively listens to remain 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. 
• Demonstrates consistent ownership of the People Service Center’s customer satisfaction (CSAT) performance, targeting an average team score of 4.5 or higher, and proactively identifies and implements solutions to address service gaps and improve employee experience. 
• Remains empathetic to employees’ needs by responding to queries with the employee in mind, providing effective solutions and demonstrating a commitment to exceptional customer service. 
• Regularly monitors the People Service Center metrics dashboard and communicates areas of opportunity, wins, and learnings to invested employee experience partners and COEs. 
• 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 is preferred. 
• Minimum 2 years of experience in Human Resources · High attention to detail and accuracy. 
• Excellent written and communication skills, including active listening, speaking clearly and effectively, and writing clear and concise messages. 
• Integrate AI seamlessly with traditional help desk operations by collaborating with IT to refine solutions, analyzing customer inquiries and service data trends, and generating intelligent, pattern-based responses. 
• Enhance customer experience and service delivery by leveraging AI tools for quick resolutions, optimizing support processes, and maintaining exceptional communication to understand and meet customer needs. 
• 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 programs. 
• A collaborative, team player, passionate about helping people. 
• Proven, independent skills in customer service, with a commitment to providing exceptional service to employees and key stakeholders. 
• Reliable, dependable, and can work autonomously as required. 
• Ability to prioritize work and manage time effectively. 
• Passion for innovation and/or continuous improvement. 
• Ability to independently pull data and draw conclusions from progress reports. 
• Strong 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. 

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 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

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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: 

The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain. 

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:  

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago. 

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.