Customer Experience Specialist

Who you are

• 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
• 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 the job involves

• 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
• 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

Benefits

• Company share options plan
• Flexible hybrid working model
• Work from home allowance: to get your home office set up how you like it
• Volunteering days: Two days each year to support your community
• Employee referral program paying up to $2,500 for each successful referral
• Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
• Generous annual leave allowance
• Pension scheme or savings plan
• Birthday day off: Take the day off and receive a special gift
• Private health coverage
• Cash allowance for health insurance
• Travel season ticket loan
• Headspace subscription to help look after your mental health