Customer Experience Process Specialist- Payroll & Partners

Join HiBob, a rapidly growing HR platform that helps modern businesses manage their people effectively. As a Customer Experience Process Specialist, you will own and improve the operational processes for Payroll and Partner services, working across multiple teams to design scalable workflows and enhance service delivery. This role requires strong project management, analytical skills, and experience with customer support platforms.

• Own end-to-end Payroll operational processes across Customer Experience (CX).
• Design, document, and continuously improve Payroll service delivery processes, building scalable workflows.
• Drive operational improvements and process standardization across partner-facing workflows, coordinating incidents when they occur.

• 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
• from you.

• 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