Onboarding & KYC Review

• Review flagged contractor onboarding cases, including KYC documentation, identity verification discrepancies, and incomplete or inconsistent submissions.

• Manage the queue of manual reviews generated by stricter compliance controls, applying sound judgment to approve, escalate, or reject cases.

Identity, Tax & Payment Compliance

• Review changes to legal identity and tax data submitted by contractors, assessing legitimacy and flagging anomalies.

• Investigate beneficiary and bank account setup issues, including name mismatches, duplicate account risk, and potential fraud indicators.

Ongoing Monitoring & Re-Verification

• Support re-verification workflows and in-life monitoring processes to ensure continued compliance throughout the contractor engagement.

• Track and act on regulatory or policy changes that affect active contractor relationships.

Cross-Functional Collaboration

• Partner with the CX team on contractor and client-facing communications related to compliance matters, while retaining ownership of all compliance decisions and determinations.

• Serve as the compliance subject matter expert in operational conversations involving contractor lifecycle issues.

Process Improvement & Product Feedback

• Identify recurring compliance issues and patterns across the case queue, and feed structured insights back to the Product team to drive automation and reduce manual review volume over time.

• Contribute to the development and refinement of internal compliance policies, playbooks, and decision frameworks.

• Hiring Success & Visa Lifecycle cases management:

  • Own the end-to-end visa and mobility lifecycle for assigned hires, from pre-hire eligibility through onboarding, ongoing employment and Visa renewals, providing guidance and updates throughout the process.

  • Act as the primary point of contact for customers and employees on work permits and visa-related matters.

  • Ensure all cases progress according to defined timelines, cut-offs, and compliance requirements.

  • Manage complex, high-stakes cases with empathy, clarity, and precision.

  • Anticipate risks and escalate early when timelines, documentation, or compliance are at risk.

  • Handle escalations calmly and compassionately while maintaining operational rigor.

  • Compliance and Documentation:

    • Ensure all cases are managed in alignment with local labor laws and EOR-specific regulations.

    • Prepare, review, and process employment contracts and amendment documentation.

    • Maintain accurate records and in platform information.

    • Communication and Support:

      • Proactively educate customers and employees on:

        • Visa processes and timelines

        • Local immigration and employment considerations

        • Set clear expectations upfront to reduce escalations and rework

        • Confidently guide stakeholders through trade-offs and “what’s possible vs. what’s not”, ensuring they have access to necessary resources.

        • Handle sensitive conversations while maintaining confidentiality and professionalism.

        • Process Improvement:

          • Identify opportunities to improve knowledge material, processes and enhance the overall experience for clients and employees. Contribute to improving:

            • Playbooks and SOPs

            • Templates and documentation

            • Internal knowledge, country guides and enablement materials

            • Stay up to date on labor law changes, compliance requirements, and best practices in the EOR industry.

            • Provide structured feedback to Product and Strategic Programs team, to help productize mobility services

Required

• Experience in mobility, immigration, global employment, or regulated operations

• Strong case management and stakeholder communication skills

• Ability to operate calmly in complex, high-pressure situations

• High attention to detail with a strong compliance mindset

• Comfort working across multiple systems, tools, and workflows

Nice to Have

• Experience in an EOR, HR Tech, or global payroll environment

• Exposure to multiple countries or visa types

• Experience working closely with legal or immigration partners

• Passion for automation, process improvement, or product-led operations

What We’re Looking For (Mindset)

• High agency: you don’t wait to be told, you anticipate, act, and communicate

• Structured thinking: you can break down complexity and guide others through it

• Customer-centric: you care deeply about employee and customer experience

• Change-oriented: you’re excited about scaling, evolving, and improving how things work

• Startup Environment: Be part of a scaling startup where your voice matters and your impact is tangible. You take part in shaping the future of RemoFirst.

• Growth Opportunities: Join a fast-growing team with the opportunity to shape the future of our support operations.

• Work for a Market Leader: Support innovative companies like Microsoft, Mastercard, and leading startups as part of your daily role.

• Remote-First: Enjoy the flexibility of working remotely with a team distributed across the globe.

• Perks: Competitive compensation, best-in-class tools, and growth resources to succeed.