Customer Experience Specialist, HiBob
Payroll
+ Pre-IPO Equity
More information about location
A modern HR platform powering productivity, engagement, and retention
Job no longer available
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Job no longer available
+ Pre-IPO Equity
More information about location
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- 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
- 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 the job involves
- 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
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amounts of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services, whilst already large, is growing.
Hibob has attracted high-profile customers like Fulham FC, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2024
$150m
SERIES E
Sep 2023
$150m
LATE VC
Total funding: $715m
Company benefits
- Company share options plan
- Flexible hybrid working model
- Work from home allowance: to get your home office set up how you like it
- Volunteering days: Two days each year to support your community
- Employee referral program paying up to $2,500 for each successful referral
- Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
- Generous annual leave allowance
- Pension scheme or savings plan
- Birthday day off: Take the day off and receive a special gift
- Headspace subscription to help look after your mental health
- Cash allowance for health insurance
- Travel season ticket loan
Company values
- Bring me, win as we: When we come together as a global team, we can build something trailblazing. Every Bobber can show up as their authentic self, strengthening the connections in our village and having an exponential impact.
- Build the exceptional: Everyone contributes to building the exceptional at HiBob. We are leading the way in what a functional, flexible, and fun HR platform and mindset looks like.
- We do what we say: We are intentional and take pride in aligning our actions with our words. We deliver today on the promises we made yesterday. We actively use our product and seek to drive best practices.
- Trust and empower each other: Bobbers shine when those around them shine, too. We hire smart people who have the freedom to do their jobs in the best possible way.
- Interact with transparency and openness: Information is a resource to be shared, not a resource to be guarded.
- Grow through what we go through: We need to be agile and adapt. With every challenge and experience we go through, we learn, improve, and remain resilient.
Company HQ
London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously SVP of Technology at Kenshoo, VP of IT Business Management at VMware, and VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. He also spent two years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Joined HiBob in 2021 as SMB Customer Success Manager and grown to lead the Global SMB Account Manager team in the Customer Growth division, driving scalable growth and success with global customers.
Joined the CX team in 2018 and helped build the SMB CSM team as one of its first members. Has progressed through leadership roles and is now Head of SMB Customer Success, driving adoption & retention.
Joined as a Customer Success Manager in 2022 before moving to our Sales Engineering team after 18 months. Has since been promoted to Senior Sales Engineer, supporting our Partnerships team.
Diversity, Equity & Inclusion at HiBob
- Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive. To achieve this, we are committed to being proactive at all levels, ensuring that our workforce reflects the communities in which we live, work, and hire. 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* (*US only).
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