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People Operations Specialist
2 semanas atrás
Location
Lisbon
Team
People
People Operations SpecialistThe reality
It's 2:47pm on a Tuesday. You have 18 open tickets in #ask-people. An employee in Spain needs an employment verification letter—you check if the AI ticketing system already answered it, but this one's specific enough that you need to draft it yourself. Someone in Germany asks about parental leave—you see the system surfaced in the policy doc, but they have a follow-up question about their specific situation that needs your human judgment.
A manager wants to process a job title change. You initiate the HiBob workflow, which handles the approvals and contract generation automatically, but you still need to quality-check it and coordinate with payroll. You glance at your Slack—the AI deflected 12 questions today with instant answers from the knowledge base, which means you can focus on the cases that actually need you.
Some days are heavier on tickets. Some days you're improving documentation. Most days it's both. You're not just firefighting—you have good systems around you that make the work actually work.
If this sounds like the right balance of people skills and smart systems, keep reading.
What People Operations actually does at Pleo
We're the engine room of the People function. While People Partners focus on strategy, Talent brings people in, and Payroll ensures everyone gets paid, People Ops is what keeps everything running day-to-day. We handle tickets, solve problems, keep data accurate, coordinate across teams, and make sure employees and managers get what they need when they need it.
The difference? We're building this in a tech-enabled way:
Tools that help you work smarter:
- AI Ticketing system: Deflects common questions, surfaces relevant docs, suggests draft responses. Your job is to review and approve.
- HiBob workflows: Employment changes, onboarding, time-off processes flow through structured workflows, Your job monitor and intervene, when needed.
- Strong documentation: Comprehensive handbooks and guides reduce repeat tickets and help you answer faster.
- Integrated systems: HRIS Contract Management ATS Payroll mostly sync automatically. Your job is to catch the gaps.
What you'll actually be doing
Ticket resolution & employee support:
- Responding to tickets via Slack, regarding employment questions, policy clarifications, process guidance
- Processing requests: Employment verification letters, contract changes, data updates, access issues
- Solving problems: When the HRIS and Payroll systems don't sync correctly, when a relocation gets complicated, when a policy doesn't fit someone's situation
- Coordinating across teams: Working with People Partners on sensitive cases, syncing with Payroll on contract changes, collaborating with Talent regarding onboarding, providing reports about data quality
- Being the human: Providing empathetic, personalized support when employees are stressed, confused, or dealing with sensitive situations
System-supported operations:
- Working with HiBob workflows: Initiating employment changes, onboarding new hires, processing time-off requests through the system
- Quality-checking automation: Verifying contract generation outputs, catching data sync errors
- Maintaining documentation: Keeping the knowledge base current so self-serve actually works
- Spotting patterns: When you see the same ticket repeatedly, flagging it for process improvement
Cross-functional coordination:
- Being the bridge: When Payroll needs employment data, when People Partners need case context, when Talent needs onboarding support
- Keeping things moving: You're often the one making sure nothing falls through the cracks between teams
- Data quality: Ensuring HiBob is accurate, keeping it the source of truth
What we're looking for
- 2+ years in People Operations, HR Operations, or similar in a multi-country environment
- HRIS experience: You've worked in systems like HiBob, BambooHR, Workday, Personio and can navigate them confidently
- Ticketing/case management experience: You know how to prioritize, triage, and close tickets efficiently
- Multi-country employment knowledge: You understand that Spain does things differently than Denmark
- Process-minded: You like having good systems and documentation to work from
- Comfortable with tech: You're not intimidated by AI tools, workflows, or integrations—you see them as helpful
- Communication skills: You can write clear, empathetic responses and explain policies to non-HR people
- Calm under volume: You don't panic when the queue is long
- Systems-aware: You spot when something should work better and can articulate what's broken
Nice to have
- Experience with HiBob specifically
- Exposure to AI ticketing tools or knowledge base platforms
- Knowledge of Pleo's markets: Denmark, UK, Germany, Spain, France, Sweden, Portugal, Netherlands
- Experience in startups or scale-ups people)
What you'll get
- A role where you help people every day and see immediate impact
- Good systems around you so you're not drowning in manual work
- The opportunity to help improve processes
- A team that values both people skills and smart systems
- Real partnership with People Partners, Payroll, Talent, and People Tech
Why join us?
Working at Pleo means you're working on something very exciting: the future of work. Our mission is to help every company go beyond the books. Pleo itself means 'more than you'd expect', and it's been the secret to our success over the last 8 years. So it's only fitting that we'd pass this philosophy onto our customers to help them make the most of their finances.
We think company spending should be delegated to all employees and teams, that it should be as automated as possible, and that it should drive a culture of responsible spending. Finance teams shouldn't be siloed from the rest of the organisation – they should work in unity with marketing, sales, IT and everyone else.
Speaking of working in unity, our values tell the story of how we work at Pleo. We have four core values, the first of which is 'champion the customer', which means we address real pain points that businesses face. Next up is 'succeed as a team', which highlights how our strength lies in our diversity and trust in each other. We also 'make it happen' by taking bold decisions and following through to deliver results. Last but not least, we 'build to scale', creating lasting solutions that address today's challenges and anticipate tomorrow's needs.
So, in a nutshell, that's Pleo. Today we are a 850+ team, from over 100 nations, sitting in our Copenhagen HQ, London, Stockholm, Berlin, Madrid, Montreal and Lisbon offices —and quite a few full-time remotes in 35 other countries Being HQ'd out of Copenhagen means we're inspired by things like a good work-life balance. If you don't work in the office with us, we'll help you set up the best remote setup possible and make sure you still have time to connect with your team.
