Customer Experience Specialist- Payroll

HiBob; United States; Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Equity in HiBob

401(k) with company match

Hybrid work model

Wellness stipend

Headspace membership

Birthday leave

Job summary

HiBob is hiring a US Payroll and Benefits Specialist to deliver in-depth guidance and technical support to customers, acting as a vital link between HiBob and clients, addressing inquiries, resolving issues, and ensuring user satisfaction.

Candidates must work EST hours and bring extensive payroll experience across states, strong communication, and the ability to navigate complex reconciliations in a fast-paced environment.

Qualifications

• Extensive US payroll and benefits experience across multiple states.
• Experience providing best-in-class payroll and product support.
• Articulate communicator with impeccable grammar, both written and verbal.
• Skilled with numbers and precise in complex reconciliations.
• Experience running payrolls and spotting anomalies.
• Ability to explain complex concepts clearly to customers.

Responsibilities

• Be the first line of support for customers, resolving payroll queries quickly.
• Collaborate across teams to resolve complex issues (tax filings, reconciliations, benefits).
• Troubleshoot and investigate issues to enable efficient resolutions.
• Escalate when needed and maintain transparent customer communication.
• Ensure customers stay compliant with state and federal laws.
• Identify opportunities to update Help Center and Community content.
• Educate customers on system adoption through multi-channel outreach.
• Support customers with payrolls under managed services when required.
• Meet personal and team KPIs to deliver high-quality support.

Skills

US payroll expertise

Benefits experience

Strong communication

Analytical skills

Attention to detail

Works in 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.

**Note: We will only consider candidates who can work EST due to business need **

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.

**Note: We will only consider candidates who can work EST due to business need **

Job Requirements

We want to hear from you if you have:

• ExtensiveUSpayroll 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.

Job Benefits

At HiBob, our people are at the heart of everything we do.
We’re building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a vibrant NYC office and remote teammates across the country, we’ve created an environment where people can be themselves, grow quickly, and make a real impact.
Joining HiBob means working alongside exceptional people while being supported withcompetitive compensation,andpre-IPO equity, including the perks below.

Ownership & Financial

• Equity in a global, high-growth HR tech SaaS leader
• 401(k) with a 3% company match effective the month following your start date
• $2,500 employee referral bonus

Health & Wellbeing

• Medical, dental, and vision coverage from day one
• $1,920 annual wellness stipendto support your physical and mental wellbeing
• Annual Headspace membershipand expanded wellness benefits

Workplace Flexibility

• Hybrid working modelfor Bobbers in the NY metro area
• Temporary work from anywhere for up to 2 months per year(after 6 months)

Work-Life Balance

• Generous paid time off and company holidays to rest, recharge, and enjoy
• Bob Balance Days–4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Your birthday off— plus a special gift from us

Work From Home

• Home office allowanceto set up your ideal workspace

Community & Culture

• Two paid Social Impact dayseach year to give back to causes you care about
• Frequent team and company social events, both in-person and virtual
• Dog friendly office

If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!

Location Eligibility: While this is a remote position, HiBob is currently authorized to hire in the following states: CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Candidates must reside in one of these states to be considered for employment
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.