Technical Support Manager - Payroll & Ben Admin

Join HiBob, a rapidly growing HR platform that helps modern, mid-size businesses manage their people effectively. As a Technical Support Manager for Payroll & Benefits, you will lead the technical support operations for HiBob's US Payroll & Benefits solutions, ensuring timely resolution of complex technical issues and driving operational excellence. You will also lead a team of technical support specialists and contribute to service innovation and process improvements.

• Lead the technical support operations for HiBob's US Payroll & Benefits solutions, ensuring timely resolution of complex technical issues.
• Drive operational excellence, improve platform stability, and lead a team of technical support specialists focused on delivering reliable, high-quality support.
• Create a culture of accountability, ownership, and continuous improvement while maintaining high levels of employee engagement and performance.

**We want to hear from you if you have:**

• 10+ years of leadership experience in payroll, benefits, managed services, customer operations, or related functions, influencing business outcomes through operational excellence, strategic execution, and people leadership.
• Comprehensive knowledge of payroll support operations, including case management, escalation frameworks, service delivery models, SLA management, quality assurance, and customer support best practices within a payroll environment.
• Demonstrated ability to create a culture of accountability, ownership, and continuous improvement while maintaining high levels of employee engagement and performance.
• Strong leadership presence with the ability to influence, challenge, and collaborate effectively with stakeholders at all levels of the organization.
• Experience leading teams through periods of growth, transformation, ambiguity, and operational change.
• Deep expertise in US payroll operations, including federal, state, and local payroll regulations, taxation, compliance requirements, and payroll best practices.
• Strong understanding of US benefits administration and the interaction between payroll, benefits, and employee lifecycle processes.
• Experience managing complex payroll scenarios, escalations, compliance risks, and customer-impacting issues within a fast-paced environment.
• Ability to translate complex payroll and benefits concepts into clear business and customer-focused outcomes
• Ability to make sound decisions and maintain operational stability during high-pressure situations, incidents, and periods of uncertainty.
• Strong executive communication and stakeholder management skills, with the ability to confidently represent Customer Experience perspectives in senior leadership discussions.
• Demonstrated ability to influence priorities, drive alignment across teams, and balance customer needs with business objectives.
• Experience contributing to service innovation, operational readiness, or the launch of new products, services, or customer offerings.
• Identify and implement process improvements to increase efficiency, reduce defects, and improve customer experience
• Foster a high-performance, accountable, and customer-centric team culture aligned with HiBob values
• Act as a voice of the customer internally, ensuring insights from CX inform product and service improvements