Customer Experience Specialist, HiBob

• We're 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!
• 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

Desirable

• Our team is growing as our customer base is expanding fast
• 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 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’re looking for a candidate who can provide a meaningful contribution and ensure its continued success
• 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 customers
• Your expertise and dedication will be crucial in delivering exceptional customer experiences with HiBob's products and services
• During Onboarding, you will manage the process for new customers joining HiBob Payroll UK, helping build out the platform to their needs and also gather all their data to support retrospective and parallel runs so they get to value impact as soon as possible
• 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 unpick complex issues, including HMRC reconciliations, journal support, legislative guidance, and failed FPS/Pension submissions
• 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 current statutory 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 new customers with building integrations of HMRC and HRIS into HiBob Payroll UK making sure that everything is working as it should be
• You will support customers who have additional support needs outside the platform (Payroll Ops)
• Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high-quality support services