Customer Experience Specialist- Payroll

Mosaic.tech; United States; On-site; USD 85,000 - 115,000; Full time

Job summary

HiBob is seeking a dedicated US Payroll and Benefits Specialist to join our global team. You will serve as the first point of contact for payroll-related inquiries, guiding customers through complex tax, reconciliations, and benefits questions with clarity and professionalism.

Bring extensive US payroll experience, strong numerical skills, and the ability to communicate complex concepts effectively. The role supports customers across the US and may involve collaboration with cross-functional

Qualifications

• Extensive US payroll and benefits experience across multiple states.
• 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.

Responsibilities

• Provide first-line payroll and benefits support to customers.
• Troubleshoot payroll issues, including tax filings and reconciliations.
• Escalate complex cases cross-functionally while keeping customers informed.
• Maintain up-to-date knowledge of state and federal payroll legislation.
• Create and update Help Center content to assist customers and teams.

Skills

US payroll expertise

Strong communication

Analytical skills

Multi-state payroll

Fast-paced environment

Tools

Zendesk

Slack

Asana

APIs & integrations

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.
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.

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

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.