• Support the development, enhancement, and rollout of compensation philosophy, and benefits harmonization programs, policies, and procedures. • Proactively conduct market research and contribute analytical insights to design discussions. • Recommend enhancements based on emerging global and regional trends, regulatory requirements, and benchmarking insights. • Support global compensation team in administrating base compensation, short-term incentives, long-term incentives, and recognition programs. • Support annual compensation cycles including merit, bonus, and equity planning activities. • Prepare reports, analytics, dashboards, modeling, and presentations. • Partner with various internal key stakeholders on job evaluations, salary range placement, offer construction, and internal equity analysis. • Ensure compensation programs comply with local employment laws, statutory requirements, and internal governance standards. • Support audits, and documentation related to compensation programs. • Conduct compensation benchmarking using regional market surveys to ensure competitive salary ranges and job structures. • Monitor market trend, pay transparency, equal pay, and other regulatory change requirements in EMEA and APAC, and assess the impact on compensation practices. • Provide data-driven insights and recommendations to the leadership team.

• Lead, coach, and mentor a multi-tier (Tier 1–3), multi-region helpdesk to deliver consistent, high-quality support across time zones • Build a culture of excellence, critical thinking, customer empathy, urgency, and accountability • Set clear expectations, performance standards, and career pathways for managers, leads, and agents • Oversee ticket triage, prioritization, escalations, coverage models, KPI tracking, and team readiness • Conduct regular 1:1s, performance reviews, skills development, and training plans • Serve as the executive escalation point for complex or high‑impact incidents • Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards • Ensure incidents, requests, and escalations are handled quickly, accurately, and professionally • Design and implement enhanced global policies, escalation frameworks, and operating standards

• Lead, coach, and mentor a multi-tier (Tier 1–3), multi-region helpdesk to deliver consistent, high-quality support across time zones. • Build a culture of excellence, critical thinking, customer empathy, urgency, and accountability. • Set clear expectations, performance standards, and career pathways for managers, leads, and agents. • Oversee ticket triage, prioritization, escalations, coverage models, KPI tracking, and team readiness. • Conduct regular 1:1s, performance reviews, skills development, and training plans. • Serve as the executive escalation point for complex or high-impact incidents. • Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards. • Ensure incidents, requests, and escalations are handled quickly, accurately, and professionally. • Reduce repeat tickets through better knowledge assets, streamlined workflows, and targeted automation.

Role Description As an IT Helpdesk Support (P1), you are an early-career IT professional focused on learning and executing well-defined, foundational support tasks under close guidance. You will: - Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooks. - Support account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systems. - Contribute to the security and stability of our environment by applying standard procedures for access, device, and account protection. Key Responsibilities - End-User Support & Ticket Handling - Serve as a first-line point of contact for IT-related issues and requests. - Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed. - Resolve basic / well-defined issues such as: - Password resets and SSO access issues. - Standard software install/uninstall requests. - Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools. - Follow documented troubleshooting steps and escalation procedures consistently, keeping users informed on ticket status. - Access Management & Identity - Process standard access requests for company tools following least-privilege and access-minimization principles. - Use JumpCloud and other IAM tooling to: - Provision/deprovision users. - Assign/remove application access. - Enforce MFA and basic security controls. - Validate approvals (manager + application owner) before granting access and document changes in Freshservice. - Device & Endpoint Support - Support laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards. - Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors). - Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation. - Documentation & Knowledge - Follow existing knowledge base articles in Bloomroom – IT Helpdesk and contribute updates for common issues and workflows. - Document resolutions and workarounds clearly in tickets to support future self-service and reduce repeat incidents. - Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see. - Collaboration & Security Culture - Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes. - Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity). - Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures. Qualifications - 0–2 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part-time roles welcome). - Basic understanding of: - Operating systems (Windows and/or macOS). - Networking fundamentals (Wi-Fi, VPN, basic connectivity troubleshooting). - SaaS concepts and SSO/identity providers. - Strong customer service orientation with clear, professional written and verbal communication in English. - Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope. - Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience). Preferred Qualifications - Exposure to or interest in: - Google Workspace, Slack, Zoom, and other modern collaboration tools. - Ticketing tools such as Freshservice, Zendesk, or ServiceNow. - Identity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO). - Basic awareness of information security concepts (least privilege, MFA, phishing, secure handling of data). - Entry-level certifications a plus (e.g., CompTIA A+, ITF+, Google IT Support, or similar). Benefits - A great deal of freedom and trust with flexible working hours. - Virtual-first work environment with several Bloomreach Hubs available across three continents. - Company events to experience the global spirit of the company. - 5 paid days off to volunteer. - Employee Assistance Program with counselors for non-work-related challenges. - Subscription to Calm - sleep and meditation app. - ‘DisConnect’ days for additional time off each quarter. - Extended parental leave up to 26 calendar weeks for Primary Caregivers. - Restricted Stock Units or Stock Options based on role, seniority, and location. - Participation in the company's performance bonus. - Employee referral bonus of up to $3,000. - Celebration of work anniversaries — Bloomversaries! Excited? Join us and transform the future of commerce experiences! If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!