People Services Associate

About the role

The People Services Associate is the front line of People Services, and the person who shapes how employees experience Ethos day to day. In this role, you'll deliver accurate, timely, high-quality support across the employee lifecycle, treating every question and every transaction as a chance to make someone's day easier. Reporting to the Manager, People Services, you'll own your work with exceptional attention to detail, bring a genuine service orientation to every interaction, and apply critical thinking to spot what could work better. Because this work is transactional and high-volume, precision matters: getting it right the first time is the standard. Just as important is a habit of continuous improvement, surfacing the friction points and repeatable patterns that become candidates for automation. This role is ideal for someone who takes pride in flawless execution, loves helping people, and is always looking for a smarter way to do the work.

Duties and Responsibilities:

• Deliver accurate, timely People Services support across the employee lifecycle, including onboarding, employee changes, records, offboarding, and everyday employee questions.
• Own cases end to end with exceptional attention to detail, making sure every transaction is right the first time.
• Provide a warm, responsive, service-first experience in every employee interaction.
• Meet or exceed service levels for response time, resolution time, and quality.
• Maintain accurate data and records in our People systems for every transaction you handle.
• Follow SOPs and playbooks closely, and document your work clearly and consistently.
• Apply critical thinking to identify friction, errors, and recurring issues, and recommend process and automation improvements to the Manager and the People Operations Specialist & AI.
• Resolve routine and mid-complexity cases at the People Services tier, escalate complex cases appropriately, and guide employees to self-service resources where helpful.
• Handle sensitive and confidential information with discretion and care.
• Partner with teammates, People Partners, and HR Technology to ensure clean handoffs.
• Support compliance and data accuracy in day-to-day execution.

Qualifications and Skills:

• 2+ years in People/HR operations, shared services, or a support and service-delivery role.
• Exceptional attention to detail and a track record of accurate, high-quality work.
• Strong service orientation and empathy; genuinely enjoys helping people.
• Global experience and knowledge of U.S. processes and ability to work in U.S. time zones.
• Critical thinking and a continuous-improvement mindset, always looking for a better way to do the work.
• Strong organization and the ability to manage high volume without letting quality slip.
• Comfort working in People systems and case-management or workflow tools, and quick to learn new ones.
• Clear, professional written and verbal communication.
• Discretion and sound judgment when handling confidential information.
• Comfort in a fast-paced, changing environment.
• Bachelor's degree or equivalent experience; interest in AI and automation a plus.

Shift Schedule: 

• Rotational shifts on a monthly basis.
• First Shift - Mid-shift: 2:00 PM to 11:00 PM
• Second Shift - Night shift: 8:00 PM to 5:00 AM

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