At Strada, we believe that the most advanced companies are driven by people. Bringing people together and forging deep partnerships is what ultimately enables businesses to thrive. Our mission is to connect passion with purpose through human insights and cloud technology, enabling confident decisions for life.
Join us and be part of a team that’s transforming lives through innovation, empathy, and excellence.
Learn more at stradaglobal.com/about-us/careers/
Your ImpactThe Senior Associate for the Special Handling Group (SHG) serves as a Tier II Problem Resolution Specialist supporting Strada’s Human Resources Outsourcing (HRO) clients. This role manages escalated and complex customer issues through inbound/outbound calls, email, and system tickets. The position requires strong analytical thinking, excellent communication skills, and the ability to handle non-routine situations with minimal supervision while ensuring high-quality service delivery.
What You’ll Do- Serve as a Tier II customer contact, providing expert support for escalated or complex HR-related inquiries.
- Respond to customers courteously and professionally using Strada policies and procedures.
- Listen attentively, demonstrate empathy, and clearly identify customer needs.
- Complete real-time data input and resolve issues at first contact whenever possible.
- Confirm customer understanding of solutions and offer additional education beyond Tier 1 scope as needed.
- Document interactions and update customer tickets.
- Transfer misdirected inquiries to correct departments.
- Provide recommendations to improve customer satisfaction and processes.
- Participate in performance-improvement initiatives.
- Apply conceptual thinking to resolve unstructured problems.
- Provide solutions to non-standard issues; escalate when necessary.
- Support Team Leaders and assist in new hire training.
- Maintain broad knowledge of NGA HR/Strada HR services.
- High school diploma or GED
- 1+ year customer service experience
- Basic computer proficiency
- Strong customer service and communication skills
- Ability to work in a structured, performance-based environment
- Strong organizational skills
- Flexible Work Options: While this role is 100% in-office, Strada supports flexible work arrangements across many roles.
- Comprehensive Benefits: Health, wellness, retirement, paid leave, education support, and more.
- Inclusive Culture: We celebrate diversity and foster an environment where everyone belongs.
- Growth Opportunities: Training, mentorship, and career development in a global organization.
- Employment is contingent upon successful completion of background checks.
- Applicants must have authorization to work in the U.S. without current or future visa sponsorship.
- Strada is an Equal Opportunity Employer and committed to diversity, equity, and inclusion.
At Strada, our values guide everything we do:
Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.
Benefits
At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.
All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.
Our commitment to Diversity and Inclusion
Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.
Diversity Policy Statement
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.
Authorization to work in the Employing Country
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.
Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Salary Pay Range
Minimum - Maximum:
$33,040.00 - $61,360.00Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.
DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.
Skills Required
- High school diploma or GED
- 1+ year customer service experience
- Basic computer proficiency
- Strong customer service and communication skills
- Ability to work in a structured, performance-based environment
- Strong organizational skills
- Authorization to work in the U.S. without visa sponsorship
- Successful completion of background checks (identity, education, employment, criminal history as applicable)
Strada Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Strada and has not been reviewed or approved by Strada.
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Wellbeing & Lifestyle Benefits — Flexible/remote work is consistently highlighted as a key positive that supports work-life balance. Feedback suggests flexible working options are embedded in culture and careers messaging.
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Leave & Time Off Breadth — PTO policy is described as good, with time off standing out as a strong aspect of the package. Feedback suggests a broad range of offerings complements time away from work.
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Retirement Support — A 401(k) match is available, with some noting solid retirement plan options. Feedback suggests the match structure provides meaningful baseline support when employees contribute.
Strada Insights
What We Do
We believe that the most advanced companies are driven by people. Bringing people together and forging deep partnerships is what ultimately enables businesses to thrive. Our team of over 8,000 experts bring decades of expert knowledge and experience to help businesses across the globe. We design and deliver at scale, providing leading edge solutions and technologies to over 1,400 customers across 33 countries, supporting our clients every step of the way.
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