HR Generalist managing hiring, onboarding, and employee relations at Pembroke & Co., a consulting firm. Engaging with clients and teams to drive HR initiatives with a hybrid work model.
About the role
- Team Lead in charge of SaaS HR support at Silae, ensuring client satisfaction and team development. Overseeing ticket management and driving operational excellence.
Responsibilities
- Lead and manage the Customer Service team to ensure an optimal user experience for all customers of the SaaS HR solution.
- Supervise, coach, and develop a team of customer support representatives.
- Oversee the handling of tickets and customer requests.
- Identify friction points and propose optimization actions.
- Provide regular and rigorous reporting to the direct manager (N+1).
Requirements
- Good knowledge of SaaS solutions and HR environments.
- Proficiency with tools: Zendesk, Aircall, Azure.
- Proven experience in customer support or customer service within a SaaS context.
- Minimum 3 years of team management experience.
- Familiarity with HR processes (payroll, HRIS) and employee benefits is a plus.
Benefits
- Travel to Brest at least every 2 months (minimum 2 days).
- Participation in at least one company event per quarter — travel required.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
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