Employee Support Specialist
As an Employee Support Specialist, you’ll own complex, multi-step employee cases that require end-to-end case management, specialized knowledge, and a high-touch employee experience. You’ll focus your time across Global Mobility and Immigration and Benefits Leave Support, serving as the primary employee-facing case owner across both specialties. You’ll guide employees and managers through complex processes while partnering closely with Human Resources, Benefits, Payroll, Legal, Immigration Team, third-party administrators, vendors, and other cross-functional partners to drive timely resolution and a seamless employee experience.
- Serve as the primary case owner for Global Mobility, Immigration, and Leave Support requests from intake through resolution, giving employees proactive communication throughout the lifecycle of each case.
- Guide employees and managers through global mobility, immigration, and leave processes by clearly explaining eligibility, timelines, documentation requirements, expectations, and next steps.
- Manage case milestones, documentation, service level agreements, and reporting within Workday, JustAsk, and other case management platforms while maintaining accurate and timely case records.
- Own the employee-facing experience for sensitive, compliance-driven cases, coordinating handoffs with the Benefits Team and other subject matter experts while maintaining ownership of employee communication and case management.
- Escalate complex policy, compliance, accommodation, or legal matters to the appropriate teams while remaining the primary point of contact for the employee.
- Identify recurring employee questions and opportunities for process improvement and automation, contributing to knowledge management, reporting, and operational efficiency.
- At least 3 years of experience supporting Human Resources Operations, Employee Services, Global Mobility, Immigration, Benefits, Leave Administration, Employee Relations, or a related People function (required).
- Experience managing sensitive, complex, multi-stakeholder employee cases while delivering a high level of employee support and managing multiple priorities, confidentiality, and service level commitments (required).
- Working knowledge of Global Mobility and Immigration processes and/or Leave of Absence programs, including the Family and Medical Leave Act, Americans with Disabilities Act, disability, state leave, and paid leave programs (required).
- Experience supporting both Global Mobility and Immigration and Leave of Absence areas is preferred (preferred).
- The ability to explain complex policies and processes clearly, empathetically, and professionally while balancing employee advocacy with policy and compliance requirements (required).
- Strong collaboration and communication skills with the ability to partner effectively across Benefits, Payroll, Human Resources Business Partners, Legal, managers, immigration counsel, vendors, and third-party administrators (required).
- Experience using Human Resources information systems and case management platforms, such as Workday and JustAsk, to maintain accurate records and generate reporting, along with strong organizational skills, analytical thinking, and a continuous improvement mindset (required).
DraftKings Inc. is a leading American digital sports entertainment and gaming company, headquartered in Boston, Massachusetts. Founded in 2012, it started in daily fantasy sports and has grown into one of the largest US online sportsbook and iGaming operators. The company offers mobile sports betting, online casino and daily fantasy contests across regulated North American markets. DraftKings is listed on the Nasdaq stock exchange and employs several thousand people.