CX Team Lead - Payroll & Benefits

HiBob

10h•$110,000 - $142,000•Hybrid

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 Team Lead on our US CX payroll and benefits team. You will be a people leader within the Customer Experience organization, responsible for leading high-performing teams delivering payroll and benefits administration services within a managed services model. This role combines deep domain expertise in US payroll and benefits with strong operational leadership, ensuring service delivery is accurate, compliant, and scalable. The role is accountable for team performance, customer outcomes, and operational excellence, while also acting as a strategic partner to Product, Engineering, and Go-To-Market teams to shape and launch new services.

Requirements

Expert knowledge in US payroll (federal, state, multi-state compliance, tax filings, statutory requirements)
Strong knowledge of US benefits administration (health, retirement, deductions, integrations)
Proven experience leading customer support or managed services teams in a payroll environment
Hands-on experience with Zendesk (or similar CRM/support platforms), including reporting and workflow optimization
Strong understanding of CX KPIs (CSAT, SLAs, FCR, AHT, backlog, resolution time) and how to drive performance against them
Experience working in a payroll bureau or managed services environment
Demonstrated ability to operate in fast-paced, scaling environments
Experience partnering with Product and Engineering teams to influence roadmap and deliver customer-centric solutions
Strong operational leadership, including workforce planning, capacity modeling, and performance management
Excellent stakeholder management and communication skills
Data-driven mindset with strong analytical and problem-solving capabilities

Responsibilities

Own and design end-to-end US payroll service delivery processes within a managed services framework
Ensure compliance with US payroll regulations including IRS reporting, multi-state taxation, and statutory requirements
Define and monitor SLAs, KPIs, and quality standards across payroll operation
Act as escalation point for complex payroll scenarios (tax discrepancies, retro calculations, corrections)
Partner with Product, Engineering, and Compliance to align payroll capabilities with regulatory and customer needs
Support Customer Experience and GTM teams with payroll expertise and solution design
Drive continuous improvement, automation, and standardization of payroll processes
Support onboarding and transitions of customers into Managed Services
Act as a trusted advisor internally on payroll best practices and optimization
Design and launch new value service to the US Payroll market

Benefits

Equity in a global, high-growth HR tech SaaS leader
401(k) with a 3% company match starting Day 1
$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