Customer Experience Specialist - Payroll

Overview

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, 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. Fast-growing companies across the globe such as Fulham Football Club, GoCardless, Huel and what3words rely upon Bob to help them create the best work experiences for their people.

Come and be you with us

Being a Bobber is about bringing all parts of yourself to work. We want you to bring your whole self to work, with the freedom and confidence to be the best you and do your best work. If that is bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

We are looking to hire an enthusiastic Customer Support Specialist within our Payroll team to be the first line of support for customers with complex UK payroll related queries or issues. Our goal is to delight our customers and provide an amazing experience during their interactions and ensure our customers feel supported to make the correct decisions during their payroll cycle.

We are proud to say that we already have a world-class support function and we’re looking for a candidate who can provide a meaningful contribution and ensure its continued success.

We are in search of a dynamic, proactive individual with exceptional communication skills, eager to embark on a promising career at a rapidly growing startup. Are you a highly motivated self-starter, known for your initiative and creative problem-solving abilities? Do you thrive on unraveling the mysteries behind technical challenges, diving deep to pinpoint root causes? Is helping customers navigate complex issues your passion?

Do you excel in explaining intricate technical configurations to clients? If this resonates with you, the role of a HiBob Customer Experience Specialist might be your ideal opportunity!

Requirements are often considered a measure of how equipped you are to do the job, but sometimes they aren’t the only factor. If you don’t have nearly enough experience or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.

• You have solid UK payroll experience - bonus points for experience dealing with Share Payments, FPS, and Pensions
• You have experience in providing best in class payroll and product support
• Proficient English speaker and your written and verbal grammar is impeccable
• You enjoy working with figures and have experience with complex reconciliations
• You have run multiple 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
• Experience working in Payroll Bureau
• Previous experience working with global teams
• Previous experience with Enterprise Customers
• Experience onboarding customers into a new payroll platform/service
• Experience using tools such as Zendesk, Slack, & Asana
• Experience working with APIs and integrations

What will you do?

As a Customer Experience Specialist within our payroll function, your role will involve becoming an expert in UK payroll, 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 behaviour, addressing bugs, and ensuring their overall satisfaction in using the platform.

Your responsibilities will include investigating complex payroll issues and service problems, responding to technical queries through various communication channels, and sharing your knowledge both within the organization and with our valued…