About Rippling Rippling gives businesses one place to run HR, IT, and Finance, integrating payroll, expenses, benefits, and IT systems into a single platform. Based in San Francisco, CA, Rippling has raised $1.4B+ and has been recognized as a top startup employer by Forbes.
About the Role As a Senior HR Advisor, Escalations, you will manage complex, high‑impact EOR escalations across multiple countries and internal teams, acting as the central coordination point during critical situations. You will drive structured resolution, align cross‑functional stakeholders, mitigate retention risk, and ensure timely, compliant outcomes. The role requires executive presence, operational rigor, and strong judgment but has no direct people‑management responsibilities.
What You Will Do
Lead end‑to‑end management of complex client escalations involving multiple countries, cross‑functional stakeholders, and elevated retention risk.
Navigate complex employee relations issues and cross‑country termination matters, ensuring legally compliant and globally consistent outcomes.
Serve as the primary client‑facing lead during escalations, providing clear updates and managing expectations to preserve trust.
Conduct structured intake assessments, define scope and severity, identify root causes, and build comprehensive resolution plans with clear milestones.
Coordinate across Product, EOR HR/Ops, Legal, Payroll, Operations, Sales, and other teams to align on strategy, remove blockers, and drive timely execution.
Establish escalation channels (e.g., war rooms, executive updates), define roles and decision‑making pathways, and ensure consistent documentation.
Facilitate collaborative problem‑solving sessions and mediate competing priorities to drive aligned outcomes.
Conduct structured root‑cause analyses after resolution, identify systemic gaps, and partner cross‑functionally to implement durable improvements.
What You Will Need
8+ years of experience in global HR operations, EOR services, client escalation management, or complex cross‑functional program leadership.
Experience managing high‑severity client issues involving multiple countries and cross‑departmental stakeholders.
Strong knowledge of international employment frameworks, compliance considerations, and operational HR processes.
Proven ability to influence senior stakeholders and drive alignment without direct authority.
Experience handling retention‑risk situations, including clients threatening churn or requesting executive visibility.
Exceptional project‑management capabilities with structured planning, risk assessment, and milestone tracking.
Ability to operate across time zones and provide support during escalations outside standard business hours when required.
Excellent written and verbal communication skills, with the ability to deliver concise executive‑level updates.
Strong analytical and root‑cause investigation skills.
High emotional intelligence and composure under pressure.
Additional Information Rippling is an equal‑opportunity employer. We are committed to building a diverse and inclusive workforce, and we do not discriminate based on legally protected characteristics. We provide reasonable accommodations for candidates with disabilities. To request an accommodation, email accommodations@rippling.com.
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Senior HR Advisor, Escalations • Lisbon, Portugal
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