foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Job Description
The People Services Specialist (Tier 1) provides specialized support within the Tier 1 scope, handling more complex People-related inquiries and issues. This role requires a deeper understanding of HR policies, procedures, and systems to deliver high-quality support to employees and managers.
Key Responsibilities
Employee Support & Case Management
Act as the first point of contact for employees, handling inquiries related to onboarding, absence, benefits, policies, offboarding, and more.
Manage and resolve queries efficiently via the JIRA ticketing system, leveraging the internal Confluence knowledge base.
Ensure all employee interactions meet service-level agreements (SLAs) and key performance indicators (KPIs).
Escalate complex or sensitive cases to the appropriate People teams (e.g., People Partners, OPD, Total Rewards).
Provide professional, empathetic, and solutions-oriented customer support.
Knowledge Management & Process Improvement
Maintain and enhance the internal People Portal knowledge base, ensuring articles are up-to-date and easy to access.
Identify gaps in existing knowledge resources and work with relevant teams to improve content.
Contribute to automation initiatives, self-service improvements, and process efficiency projects.
Support the continuous improvement of workflows to streamline employee support.
Compliance & Service Delivery
Ensure all HR transactions and responses align with company policies, labor laws, and compliance requirements.
Process and execute HR administrative tasks, such as generating reports, updating employee records, and handling documentation requests.
Support audits and compliance-related activities by maintaining accurate records.
Assist in the execution of annual HR projects, including policy rollouts.
Collaboration & Continuous Learning
Work closely with People Operations, Payroll, and other stakeholders to deliver high-quality, consistent responses.
Support training initiatives for new team members and contribute to the development of best practices.
Qualifications
Qualifications & Requirements
2+ years of experience in People Operations, HR, Customer Service, or Business Administration.
Passion for employee experience—"Employees are our customers" mindset.
Strong problem-solving, time management, and attention to detail skills.
Ability to work independently, prioritize tasks effectively, and meet deadlines in a fast-paced environment.
Excellent written and verbal communication skills in English.
Tech-savvy, with experience in HRIS (Workday preferred), ticketing systems (JIRA), and knowledge management tools (Confluence) being a plus.
Highly adaptable, proactive, and a team player with a strong sense of ownership.
Additional Information
What we offer:
A dynamic and challenging work environment.
A company committed to developing you personally and professionally.
A great working atmosphere with regular company and team events.
A vibrant and international team committed to diversity and inclusion.
Responsibility from day one in a fast growing and global company.
Other benefits include free food, health and dental insurance, and learning and development opportunities!
foodpanda is operated by Delivery Hero Group (“DH Group”) - the world’s leading local delivery platform, operating in 70+ markets across Asia, Europe, Latin America, the Middle East, and Africa. Delivery Hero started as a food delivery service in 2011 and now employs 40,000+ people globally. Additionally, Delivery Hero is pioneering quick commerce, the next generation of e-commerce, aiming to bring groceries and household goods to customers in under one hour and often in 20 to 30 minutes. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Associate, APAC People Services