Senior Customer Experience Specialist - Payroll in London

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 have 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 3,500 midsize and multinational companies.

Our team is growing as our customer base is expanding fast. We are looking to hire an enthusiastic Senior Customer Support Specialist within our Payroll team to be an escalation line of support for customers, partners and internal teams with complex UK payroll related queries or issues. Our goal is to delight our customers and provide an amazing experience to every customer 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 are 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?

• You have extensive UK payroll experience, minimum 5 years - bonus points for experience dealing with Share Payments, FPS, and Pensions.
• You are a product technical expert - tech savvy and not afraid of working with basic code in backend software.
• You have experience in providing best in class payroll and product support.
• Proficient English speaker and your 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.

• 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.
• Have managed software migrations in a payroll environment.
• Experience using tools such as Zendesk, Slack, & Asana.
• Experience working with APIs and integrations.

• You will be the escalated line of support for our customers and partners, ensuring their payroll-related queries are resolved quickly and efficiently.
• You will work with our internal teams to unpick complex issues, including HMRC reconciliations, journal support, legislation guidance, and failed FPS/Pension submissions.
• Conduct thorough troubleshooting and investigation of issues reported by customers, partners and internal teams, aiming for efficient problem resolution.
• Effectively escalate complex cases when necessary, collaborating with Customer Experience Engineers and Developers 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 current statutory legislation is a must.
• 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 new customers with building integrations of HMRC and HRIS into HiBob Payroll UK making sure that everything is working as it should be.
• Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high‐quality support services.

• Company share options plan - every employee can eventually become a shareholder.
• Cash allowance for health insurance.
• Annual vision allowance.
• Annual Headspace subscription and wellness benefits.
• Travel support (cycle scheme and season ticket loans).
• 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).
• Bob balance days - Enjoy a company‐wide long weekend at the beginning of each quarter.
• 2 Social Impact days per year for volunteering.
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme.
• Pension scheme auto‐enrolment from day 1.
• Fun company and team social events (locally and virtually with our global teams).
• We love birthdays - take the day off and receive a special gift.

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class. Please contact us if you would like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you.

We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring managers do not have access to this information, and we will treat your information confidentially.