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Role Description

In this role, you will be a key driver of positive and responsive employee experiences by serving as the first point of contact for People Operations support. Through timely, accurate handling of Tier 1 Salesforce cases, you will ensure employees receive clear answers and dependable assistance when they need it most. Your work will help maintain high service standards, enable the People Operations team to operate efficiently, and support the smooth execution of essential People and HR processes across the organization.

What You Will Do

• Monitor and manage T1 Salesforce cases, ensuring all cases are addressed within defined service level agreements (SLAs).
• Respond to employee inquiries related to policies, procedures, benefits, payroll, and other HR-related topics.
• Escalate complex cases to the appropriate Tier 2 or subject matter expert (SME) as necessary.
• Maintain accurate and up-to-date case documentation and follow-up notes in Salesforce.
• Serve as the first point of contact for employee questions via Salesforce or other communication channels.
• Provide accurate and consistent information regarding company policies, procedures, and programs.
• Guide employees in using self-service tools and resources when applicable.
• Maintain knowledge base for Tier 0 Risepoint Support Chatbot.

What Success Looks Like

• Work is delivered accurately, on time, and with attention to detail.
• Stakeholders experience you as reliable, collaborative, and solutions-oriented.
• Alignment with company values and demonstrated ownership of outcomes.

How Impact Will be Measured

• Achievement of individual and team goals tied to role responsibilities.
• Feedback from cross-functional partners, key stakeholders, and employees.
• Improvements in efficiency, effectiveness, or experience tied to your work.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, a related field or equivalent work experience.
• 1-2 years of experience in HR, customer service or administrative roles.
• Proficiency with Salesforce or similar case management systems.
• Familiarity with HRIS systems (e.g. Workday, ADP).
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to handle confidential information with integrity.

Experience That’s Great to Have

• Experience in Shared Services or People Operations environment.
• Knowledge of HR Policies and best practices.
• Proficiency in Workday HRIS system.

Company Description

Risepoint is an education technology company that provides world-class support and trusted expertise to more than 100 universities and colleges. We primarily work with regional universities, helping them develop and grow their high-ROI, workforce-focused online degree programs in critical areas such as nursing, teaching, business, and public service. Risepoint is dedicated to increasing access to affordable education so that more students, especially working adults, can improve their careers and meet employer and community needs.