Customer Experience Process Specialist, HiBob
Payroll & Partners
$119-145k
+ Equity
2-3 days a week in office
A modern HR platform powering productivity, engagement, and retention
Posted today
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Posted today
$119-145k
+ Equity
2-3 days a week in office
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
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
- Private health coverage
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
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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