Customer Experience Process Specialist- Payroll & Partners

HiBob•,

16h•$119,000 - $145,000•Hybrid

About The Position

HiBob is seeking a CX Process Specialist - Payroll & Partners to own and continuously improve the operational processes that power their Payroll and Partner services. This role involves working across Customer Experience, Engineering, Operations, Product, and external partners to design scalable workflows, enhance service delivery, and ensure a seamless customer experience. It is a highly cross-functional position that blends process design, operational excellence, incident management, and continuous improvement.

Requirements

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.

Nice To Haves

Zendesk experience considered a significant advantage.

Responsibilities

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

Benefits

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
Medical, dental, and vision coverage from day one
$1,920 annual wellness stipend to support your physical and mental wellbeing
Annual Headspace membership and expanded wellness benefits
Hybrid working model for Bobbers in the NY metro area
Temporary work from anywhere for up to 2 months per year (after 6 months)
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
Home office allowance to set up your ideal workspace
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