Customer Experience Specialist- Payroll

About Us

Job requirements

• Extensive US payroll and benefits experience across multiple states.
• Experience in providing best in class payroll and product support.
• An articulate speaker with impeccable grammar, both written and verbal.
• Highly skilled in working with numbers and experienced in handling complex reconciliations with precision and accuracy.
• Experience in running 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
• Previous experience working with global teams
• Previous experience with Enterprise Customers
• Experience using tools such as; Zendesk, Slack, & Asana
• Experience working with APIs and integrations

Job responsibilities

• 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 resolve complex issues, including TAX filings, reconciliations, legislative guidance, benefits support and all other payroll related inquiries.
• 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 state and federal 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 customers who have additional support needs outside the platform. (Payroll Ops)
• You will at times run payrolls for customers who have selected a managed service subscription.
• Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high-quality support services.

Job benefits

• Equity in a global, high-growth HR tech SaaS leader
• 401(k) with a 3% company match effective the month following your start date
• $2,500 employee referral bonus
• Medical, dental, and vision coverage from day one
• $1,920 annual wellness stipend to support your physical and mental wellbeing
• Annual Headspace membership and expanded wellness benefits
• Hybrid working model for Bobbers in the NY metro area
• Temporary work from anywhere for up to 2 months per year (after 6 months)
• Generous paid time off and company holidays to rest, recharge, and enjoy
• Bob Balance Days – 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Your birthday off — plus a special gift from us
• Home office allowance to set up your ideal workspace
• Two paid Social Impact days each year to give back to causes you care about
• Frequent team and company social events, both in-person and virtual
• Dog friendly office