Specialist, Experience II

Pebl puts a world of talent at your fingertips. With our AI-powered Global Work Platform™, companies can hire, pay, and manage employees in 185+ countries—removing risk, red tape, and guesswork from global growth. Backed by more than a decade of compliance leadership and local expertise, Pebl helps businesses move fast, stay compliant, and scale with confidence. With Pebl, companies everywhere can hire great talent anywhere.

At Pebl, every team member drives our success. Joining us means more than filling a role—you’re accountable for results and impact. Our values guide how we operate, execute, and collaborate across borders. By putting them into action, you’ll help us scale faster, compete harder, and lead the future of global work.

The Specialist, Experience II manages routine and moderately complex employee lifecycle requests from intake through resolution. The role supports customers, supported employees, partners, and internal teams across activities such as employment changes, compensation updates, payroll inputs, benefits, leave, employment documentation, and employee records.

The Specialist is accountable for understanding the underlying request, delivering accurate and timely support, coordinating dependencies, and confirming that the intended outcome has been achieved. Work must follow approved country guidance, internal procedures, service standards, and data-protection requirements.

Assigned responsibilities may vary across the Experience team’s scope and change as business needs and priorities evolve.

• Manage assigned tickets and issues: Independently handle routine and moderately complex cases, prioritising work according to impact, urgency, risk, and applicable service targets.

• Provide complete responses: Understand the requester’s underlying need and explain the relevant guidance, required actions, deadlines, and realistic timelines. Anticipate common follow-up questions to reduce avoidable recontact.

• Apply approved guidance: Use available knowledge resources, systems, SOPs and country guidelines to resolve requests accurately. Verify incomplete or conflicting information before providing advice.

• Coordinate dependencies: Engage the appropriate internal team or external provider when specialist input or action is required. Provide relevant background, supporting evidence, deadlines, and a clear explanation of what is needed.

• Retain ownership: Track outstanding actions, follow up on dependencies, communicate meaningful progress updates, and confirm completion before resolving a case.

• Exercise sound judgment: Recognize decisions outside the role’s authority and escalate legal, compliance, payroll, employee relations, or financial risks through the appropriate channels.

• Maintain reliable records: Keep case notes, employee records, and supporting documentation accurate and complete. Handle personal and sensitive information securely.

• Improve working practices: Apply feedback, identify recurring questions or process gaps, recommend practical improvements, and share relevant knowledge with colleagues.

Meeting applicable performance targets is a core requirement of the role. Specialists are accountable for meeting the quality, service, productivity, and customer-experience standards established for their assigned responsibilities.

The Experience team manages a broad range of duties, so measures and targets may vary depending on the type of work assigned. Targets are subject to change based on business needs, service priorities, and changes in scope or operating processes. Management will communicate applicable targets and any changes.

Specialists are expected to understand their targets, regularly review their results, and take timely action when performance falls below expectations. This includes raising blockers, seeking support where needed, and applying agreed improvements while maintaining accuracy and compliance.

At P2, the Specialist independently manages assigned work within established guidance and authority, making routine decisions using available guidance and evidence. Moderately complex requests may involve reconciling information, coordinating multiple steps, or managing dependencies while applying existing policies and procedures. The Specialist escalates matters outside the role’s authority with a clear explanation of the issue, risk and decision required, and supports colleagues by sharing useful knowledge.

• Proven experience in customer service, preferably in a B2B or SaaS environment.

• Strong communication skills, both written and verbal, with the ability to convey information clearly and empathetically.

• Ability to build rapport quickly and manage customer relationships with professionalism and care.

• Strong problem-solving skills with the ability to think critically and find effective solutions in high-pressure situations.

• Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.) is a plus.

• Strong attention to detail and a passion for delivering outstanding customer experiences.

• Ability to work independently and as part of a collaborative team.

• A positive, can-do attitude with a commitment to maintaining high levels of customer satisfaction.

At Pebl, we’re committed to supporting our team with comprehensive rewards and benefits designed to meet diverse needs across roles and locations. Our core offerings include:

We power global teams and believe diverse perspectives drive innovation and impact. Employment decisions at Pebl are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. We’re committed to fostering an inclusive culture where every teammate can thrive and do the best work of their career—anywhere in the world.