Customer Experience Specialist (Payroll)

Job Description
About Us
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Come and be you with us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us.
Our team is growing as our customer base is expanding fast. We are looking to hire an enthusiastic Specialist in US payroll and benefits. You will be providing in-depth guidance and technical support to our customers. You will serve as a vital link between HiBob and our customers, addressing their technical inquiries, resolving issues, identifying unexpected system behavior, addressing bugs, and ensuring their overall satisfaction in using the platform.
**Note: We will only consider candidates that reside in the EST time zone due to business need **
Job Requirements
We want to hear from you if you have:

• Extensive US payroll and benefits experience across multiple states.
• Experience in providing best in class payroll and product support.
• An articulate speaker with impeccable grammar, both written and verbal.
• Highly skilled in working with numbers and experienced in handling complex reconciliations with precision and accuracy.
• Experience in running payrolls so you know what looks right and can spot anomalies.
• Ability to communicate complex concepts in a fluent, clear, and professional manner.
• Demonstrated ability to work in a dynamic fast-paced environment.

Advantages:

• Experience in Saas technology along with Payroll
• Previous experience working with global teams
• Previous experience with Enterprise Customers
• Experience using tools such as; Zendesk, Slack, & Asana
• Experience working with APIs and integrations

Job Responsibilities
What you will do:

• You will be the first line of support for our customers, ensuring their payroll related queries are resolved quickly and efficiently.
• You will work with our customers to resolve complex issues, including TAX filings, reconciliations, legislative guidance, benefits support and all other payroll related inquiries.
• Conduct thorough troubleshooting and investigation of issues reported by customers, aiming for efficient problem resolution.
• Effectively escalate complex cases when necessary, collaborating with different teams and sites as required. Maintain clear communication with customers regarding the progress and status of their cases.
• Your number one priority will be to make sure our customers are compliant, so keeping your knowledge of state and federal legislation is a must.
• Identify opportunities to create and update Help Center and Community content to enhance support for both customers and internal teams.
• You will use your awesome communication skills and payroll experience across multiple channels to educate new and existing customers on system adoption.
• You will support customers who have additional support needs outside the platform. (Payroll Ops)
• You will at times run payrolls for customers who have selected a managed service subscription.
• Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high-quality support services.

Base salaries for this role range from $85,000 - $115,000 per year.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
Benefits
Why work with us
At HiBob we are committed to creating an excellent employee experience. Our bobbers, culture, and additional benefits all make bob a great place to work, come join us! We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a beautiful office located in NYC and remote bobbers coast to coast.

• Stock options at a high-growth unicorn startup
• 100% subsidized medical, dental, and vision coverage for employees
• 401(k) with a 3% company match starting from Day 1
• Hybrid working model for bobbers in the NY metro area
• Work from home allowance to get your home office set up!
• Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment
• Annual Headspace subscription and wellness benefits
• Two social impact days per year for volunteering
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
• Fun and frequent social events (in-person and virtual)
• We love birthdays - take the day off and receive a special gift

Join HiBob and be part of a dynamic, people-centric organization where your impact will shape the future of work. Apply now and unleash your potential in a supportive, inclusive environment that celebrates your uniqueness.