Customer Experience Process Specialist- Payroll & Partners

HiBob

Customer Experience Process Specialist- Payroll & Partners

Posted 11 Hours Ago

Hiring Remotely in United States

Remote or Hybrid

119K-145K Annually

Mid level

HR Tech • Information Technology • Professional Services • Sales • Software

Our mission is to create a modern work experience that empowers organizations to be remarkable.

The Role

Own and improve end-to-end payroll operational processes across CX and partner workflows. Design and document scalable support processes define escalation paths and SLAs coordinate incidents with internal teams and external partners analyze data to identify trends and risks and act as the primary CX Delivery representative during US business hours to ensure continuity of critical operations.

Summary Generated by Built In

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.
About the role
As our CX Process Specialist - Payroll & Partners you'll own and continuously improve the operational processes that power our Payroll and Partner services. You'll work across Customer Experience Engineering Operations Product and external partners to design scalable workflows improve service delivery and ensure our customers receive a seamless experience.This is a highly cross-functional role that combines process design operational excellenceincident management and continuous improvement.
What will you do?

Own end-to-end Payroll operational processes across CX
Design document and continuously improve Payroll service delivery processes
Build scalable workflows for Payroll support partner collaboration and service delivery
Define partner-related escalation paths responsibilities SLAs and communication processes
Drive operational improvements and process standardization across partner-facing workflows
Own payroll- and partner-related operational workflows across Zendesk Slack Asana reporting and related systems
Coordinate Payroll and Partner incidents when they occur partnering with CX Engineers Team Leads and external partners
Analyze data identify trends bottlenecks operational risks and improvement opportunities
Act as the primary CX Delivery team representative during US business hours and ensure continuity of critical CX operational functions

**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office 2-3 days a week. We love collaborating and connecting with ourteam members in-person and we hope you will too!**
Base salaries for this role range from $119000 - $145000 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 Requirements
Requirements are often considered a measure of how equipped you are to do the job but they're
not the only factor. If your experience doesn't match every requirement we'd still love to hear
from you.

3+ years of experience in Customer Experience Operations Support Operations or a
similar operational role within a complex B2B SaaS environment.
Proven experience designing documenting and improving support and customer
experience processes across multiple teams.
Strong project management and stakeholder management skills with the ability to drive
cross-functional initiatives and influence without direct authority.
Experience working with customer support platforms and operational tools such as
Zendesk Jira Asana Salesforce or similar systems with Zendesk experience considered
a significant advantage .
Strong analytical and problem-solving skills with the ability to identify trends improve
workflows and make data-driven decisions.
Excellent written and verbal communication skills with the ability to communicate and
enable effectively across technical operational and customer-facing teams.
Ability to thrive in a fast-paced evolving environment while managing multiple priorities

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 with competitive compensation comprehensive benefits and pre-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
$2500 employee referral bonus

Health & Wellbeing

Medical dental and vision coverage from day one
$1920 annual wellness stipend to support your physical and mental wellbeing
Annual Headspace membership and expanded wellness benefits

Workplace Flexibility

Hybrid working model for 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 allowance to set up your ideal workspace

Community & Culture

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

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.

Skills Required

3+ years experience in Customer Experience Operations Support Operations or similar operational role within a complex B2B SaaS environment
Proven experience designing documenting and improving support and customer experience processes across multiple teams
Strong project management and stakeholder management skills; ability to drive cross-functional initiatives and influence without direct authority
Experience working with customer support platforms and operational tools such as Zendesk Jira Asana Salesforce or similar systems
Zendesk experience
Strong analytical and problem-solving skills; ability to identify trends improve workflows and make data-driven decisions
Excellent written and verbal communication skills to enable cross-functional and customer-facing teams
Ability to thrive in a fast-paced evolving environment while managing multiple priorities
Located in the New York Metro Area and willing to work in the NYC office 2-3 days per week

What the Team is Saying

HiBob Compensation & Benefits Highlights

Healthcare Strength—Health coverage includes medical dental and vision with employer-paid options at the employee-only tier plus FSA/HSA EAP and wellness resources. These elements point to robust healthcare support as part of the total rewards.
Retirement Support—Retirement offerings feature a 401(k) plan with company match beginning at hire and immediate vesting complemented by company equity grants. This combination supports long-term financial security beyond base pay.
Parental & Family Support—Parental leave includes paid baby-bonding leave in addition to birthing/short‑term disability along with family-focused programs and return‑to‑work support. These provisions demonstrate meaningful support for growing families.

Learn more about HiBob's Compensation & Benefits →

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The Company

HQ: Tel Aviv

1350 Employees

Year Founded: 2015

What We Do

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 4000 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 Huel What3words Fiverr and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Why Work 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.