Customer Experience Specialist- Benefits/Payroll

HiBob

12h•$85,000 - $110,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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

Stock options at a high-growth unicorn startup
100% subsidized medical, dental, and vision coverage for employees
401(k) with a 3% company match starting from Day 1
Hybrid working model for bobbers in the NY metro area
Work from home allowance to get your home office set up!
Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment
Annual Headspace subscription and wellness benefits
Two social impact days per year for volunteering
Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
Fun and frequent social events (in-person and virtual)
We love birthdays - take the day off and receive a special gift