People Shared Services Advisor (DACH)

Job Title: People Shared Services Advisor (DACH) Location: Germany or Lisbon, Portugal Fixed Term Contract: 12 Months Part Time: 24 Hours Per Week About us Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa. Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology. The Role We are seeking an experienced and customer-focused People Shared Services Advisor to join our global People Shared Services team. This role will primarily support employees and managers across the DACH region (Germany, Austria and Switzerland), providing high-quality HR support and guidance through our case management platform, Zendesk (internally known as Compass). As part of our global People Shared Services function, you will be responsible for managing Tier 1 and Tier 2 HR enquiries across the employee lifecycle, ensuring queries are resolved accurately, efficiently and in line with service level agreements. You will play a key role in delivering a positive employee experience by acting as a trusted first point of contact for people-related questions, policies and processes. You will work closely with colleagues across EMEA, the Americas, India and APAC to deliver a seamless support experience for our global workforce while ensuring local practices and DACH employment considerations are appropriately reflected in the advice provided. Main Responsibilities Employee & Manager Support Act as the first point of contact for employees and managers, managing Tier 1 and Tier 2 HR enquiries through Zendesk (Compass). Provide timely, accurate and customer-focused support on HR policies, procedures and employee lifecycle processes. Resolve cases within agreed service levels, escalating complex employee relations or legal matters to the appropriate subject matter experts. Maintain high levels of customer satisfaction (CSAT) through quality responses and effective case resolution. Ensure all employee interactions are handled professionally, confidentially and in accordance with company policies and applicable regulations. Support employees and managers across multiple countries, with a particular focus on the DACH region. Case Management & Service Delivery Manage a varied case portfolio covering onboarding, offboarding, data changes, absence management, benefits queries, employment documentation and general HR support. Use Zendesk to accurately document, categorise and resolve employee enquiries. Identify trends and recurring issues within cases and proactively recommend improvements to processes, knowledge articles and employee self-service resources. Support the continuous improvement of service delivery standards, knowledge management and operational efficiency. Collaborate with specialist teams including Payroll, Talent Acquisition, HR Business Partners and People Operations to ensure timely resolution of enquiries. Employee Lifecycle Administration Support onboarding and offboarding activities, ensuring a positive and consistent employee experience. Process employee data changes within HR systems while maintaining data accuracy and confidentiality. Prepare and issue employment-related documentation in line with established processes and local requirements. Knowledge Management & Continuous Improvement Contribute to the creation, maintenance and improvement of HR knowledge articles and employee self-service content. Identify opportunities to reduce ticket volumes through process simplification, automation and improved documentation. Support adoption of AI-enabled tools and technologies that enhance employee support and operational effectiveness. Participate in projects and initiatives aimed at improving the employee experience and People Shared Services operations. Required Skills & Experience 3-5 years of experience within HR Shared Services, HR Operations, Employee Services or a similar customer-focused HR environment with a knowledge of DACH employment legislation and employment practices. Strong experience managing Tier 1 and Tier 2 employee cases within a ticketing or case management system. Previous experience using Zendesk or a similar case management platform. Demonstrable understanding of HR processes across the employee lifecycle. Knowledge of HR practices, employment processes and cultural considerations within the DACH region (Germany, Austria and Switzerland). Strong written and verbal communication skills in English. Excellent customer service skills with the ability to communicate clearly, professionally and empathetically. Strong organisational and prioritisation skills with the ability to manage multiple competing demands. High attention to detail and commitment to data accuracy and compliance. Comfortable working as part of a global team across multiple time zones. Desirable Experience supporting employees in a multinational organisation. Experience working with Oracle HCM or similar HR systems. Experience with knowledge management, process improvement or HR technology initiatives. Familiarity with AI-enabled service delivery tools and employee self-service platforms. Success Measures In this role, success will be measured through: Achievement of agreed SLA targets. Customer Satisfaction (CSAT) performance. Quality and accuracy of case resolution. Contribution to knowledge management and process improvement. Effective support of employees and managers across the DACH region and wider EMEA region. Collaboration and positive contribution to the global People Shared Services team. Working for us At Cyncly, we call our team OneCyncly—a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. We value diversity of experience, perspective, and skill, and thrive through openness, trust, and respect. You’ll join a team that takes ownership, solves problems, and focuses on making an impact. We encourage curiosity, welcome new ideas, and view mistakes as opportunities to learn. You’ll enjoy flexible and autonomous ways of working, supported by leaders committed to your growth. We celebrate individuality and encourage everyone to bring their authentic self to work—because together, we build something better. If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in—come join us. #J-18808-Ljbffr Cyncly