[Hiring] Senior Customer Experience Specialist - Benefits @HiBob

Role Description

The Senior Customer Experience Specialist – Benefits is responsible for providing expert operational and product support across the Benefits offering, acting as the subject matter expert for customer-facing teams and ensuring the consistent delivery of high-quality customer outcomes.

As the Benefits subject matter expert, the Senior Specialist develops and maintains deep expertise in both benefits processes and product functionality. They enable and coach Customer Experience Specialists through knowledge sharing, guidance, and ongoing support, helping to improve confidence, consistency, and first-contact resolution across the team.

Qualifications

• Strong experience supporting Benefits products, benefits administration, or customer operations within an HRIS, Payroll, or SaaS environment.
• Demonstrated expertise in Benefits processes, product functionality, and customer support best practices.
• Proven experience managing complex customer escalations and driving issues to resolution through cross-functional collaboration.
• Experience working closely with Engineering and Product teams to investigate defects, validate fixes, and improve the customer experience.
• Experience conducting quality assurance reviews and providing constructive coaching to improve team performance and service consistency.
• Experience onboarding, mentoring, and enabling colleagues through training, knowledge sharing, and continuous learning initiatives.
• Strong organizational and prioritization skills, with the ability to manage multiple complex cases simultaneously.
• Excellent problem-solving skills with a proactive, customer-focused, and solutions-oriented approach.
• Strong communication and stakeholder management skills, with the ability to work effectively across Customer Experience, Implementation, Managed Services, Product, and Engineering.
• Passion for coaching others, sharing expertise, and fostering a culture of operational excellence and continuous improvement.

Requirements

• Strong experience supporting Benefits products, benefits administration, or customer operations within an HRIS, Payroll, or SaaS environment.
• Demonstrated expertise in Benefits processes, product functionality, and customer support best practices.
• Proven experience managing complex customer escalations and driving issues to resolution through cross-functional collaboration.
• Experience working closely with Engineering and Product teams to investigate defects, validate fixes, and improve the customer experience.
• Experience conducting quality assurance reviews and providing constructive coaching to improve team performance and service consistency.
• Experience onboarding, mentoring, and enabling colleagues through training, knowledge sharing, and continuous learning initiatives.
• Strong organizational and prioritization skills, with the ability to manage multiple complex cases simultaneously.
• Excellent problem-solving skills with a proactive, customer-focused, and solutions-oriented approach.
• Strong communication and stakeholder management skills, with the ability to work effectively across Customer Experience, Implementation, Managed Services, Product, and Engineering.
• Passion for coaching others, sharing expertise, and fostering a culture of operational excellence and continuous improvement.

Company Description

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe rely upon Bob to help them create the best work experiences for their people.

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.