Job Description
Why This Role? Why Now?
Zendesk is a global leader in customer experience, and our People Services team is no different. We are currently scaling our Manila operations to provide world-class support for our North American and Latin American regions. We aren't looking for someone to just "input data"; we need a Total Rewards expert who can navigate the complexities of U.S. Open Enrollment and LATAM statutory benefits with ease. If you are ready to be the face of the employee experience in a high-growth, AI-first environment, this is your next career move.
Who we’re looking for?
The ideal candidate is a disciplined HR professional with a "double-check" mindset. You possess a deep understanding of AMER/LATAM payroll and benefit landscapes and are comfortable working in a fast-paced Shared Services environment. You are a critical thinker who doesn't wait for instructions but actively looks for ways to harmonize processes and solve systemic issues before they impact the employee.
What you’ll be doing
- Empathetic Support: Act as the first point of contact for AMER/LATAM employees, resolving inquiries regarding pay, 401k, and medical enrollments "right the first time."
- Regional Administration: Administer complex programs including U.S. health plans (HSA/FSA) and LATAM statutory requirements like Aguinaldo or statutory insurance.
- Workday Orchestration: Execute precise data audits and inputs for varied payroll timelines, ensuring compliance with U.S. W-2 cycles and regional tax laws.
- Operational Excellence: Maintain "audit-ready" documentation for regulatory bodies (e.g., SOC1) and assist with mandatory non-discrimination testing.
- Continuous Improvement: Help localize global policies and contribute to Knowledge Base articles to empower employee self-service.
What you bring to the role?
- Regional Expertise: Strong foundational knowledge of U.S. state-specific tax withholding or LATAM labor laws.
- Operational Resilience: The ability to manage high-volume ticket queues in Zendesk with calm, consistency, and a focus on data integrity.
- Communication: Exceptional English skills to simplify complex payroll calculations for employees.
Basic Qualifications
- 2+ years of experience in an HR Shared Services (GBS) environment.
- Proven experience supporting US, Canada, or LATAM markets in a Payroll/Benefits capacity.
- Ability to work a permanent Night Shift aligned with AMER/LATAM business hours.
Preferred Qualifications
- Hands-on experience with Workday (Payroll/Benefits modules) and Zendesk.
- Experience with U.S. Open Enrollment cycles or LATAM statutory bonus administration.
- Demonstrated ability to manage high-volume ticket queues with consistent quality.
#LI-MJ1
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.