Customer Experience Process Specialist- Payroll & Partners

About the role

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 excellence,incident 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 $119,000 - $145,000 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.
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 c ompetitive 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

$2,500 employee referral bonus

Health & Wellbeing 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

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.