People Operations Associate

Role Overview

• Serve as the primary point of contact for employee and manager inquiries submitted through FreshService, Slack, and email.
• Resolve Tier 1 requests related to the employee life cycle, such as onboarding, offboarding, payroll, benefits, leave of absence, employment verification, and general People policies using documented workflows and knowledge articles.
• Follow standardized processes and decision trees to ensure consistent, compliant, and high-quality service delivery.
• Maintain and update tickets in FreshService to ensure accurate tracking, documentation, and auditability of employee requests.
• Identify when issues fall outside Tier 1 scope and escalate appropriately to Senior People Operations Specialist and/or Team Lead, People Operations Service Delivery.
• Take ownership of knowledge base content by maintaining accuracy, updating resources, and identifying opportunities to improve employee self-service.
• Support data entry and validation across People systems to ensure employee records and transactions are accurate and up to date.
• Deliver a positive employee experience by communicating clearly, empathetically, and professionally with employees at all times.

Requirements

• Comfort working in structured workflows and following documented processes and decision trees.
• Experience using ticketing systems, case management tools, or HR systems (e.g., FreshService, Workday) is preferred.
• Strong written communication skills and ability to explain People processes clearly to employees.
• High attention to detail, with the ability to accurately process transactions and maintain data integrity.
• A service-oriented mindset with a focus on providing fast, friendly, and reliable support.

Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years