CX Team Lead - Payroll & Benefits

Job Description
About Us
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.
Come and be you with us
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.
Our team is growing as our customer base is expanding fast. We are looking to hire an enthusiastic Team Lead on our US CX payroll and benefits team. You will be a people leader within the Customer Experience organization, responsible for leading high-performing teams delivering payroll and benefits administration services within a managed services model.
Job Requirements
We want to hear from you if you have:

• Expert knowledge in US payroll (federal, state, multi-state compliance, tax filings, statutory requirements)
• Strong knowledge of US benefits administration (health, retirement, deductions, integrations)
• Proven experience leading customer support or managed services teams in a payroll environment
• Hands-on experience with Zendesk (or similar CRM/support platforms), including reporting and workflow optimization
• Strong understanding of CX KPIs (CSAT, SLAs, FCR, AHT, backlog, resolution time) and how to drive performance against them
• Experience working in a payroll bureau or managed services environment
• Demonstrated ability to operate in fast-paced, scaling environments
• Experience partnering with Product and Engineering teams to influence roadmap and deliver customer-centric solutions
• Strong operational leadership, including workforce planning, capacity modeling, and performance management
• Excellent stakeholder management and communication skills
• Data-driven mindset with strong analytical and problem-solving capabilities

Job Responsibilities
This role combines deep domain expertise in US payroll and benefits with strong operational leadership, ensuring service delivery is accurate, compliant, and scalable. The role is accountable for team performance, customer outcomes, and operational excellence, while also acting as a strategic partner to Product, Engineering, and Go-To-Market teams to shape and launch new services.

• Own and design end-to-end US payroll service delivery processes within a managed services framework
• Ensure compliance with US payroll regulations including IRS reporting, multi-state taxation, and statutory requirements
• Define and monitor SLAs, KPIs, and quality standards across payroll operation
• Act as escalation point for complex payroll scenarios (tax discrepancies, retro calculations, corrections)
• Partner with Product, Engineering, and Compliance to align payroll capabilities with regulatory and customer needs
• Support Customer Experience and GTM teams with payroll expertise and solution design
• Drive continuous improvement, automation, and standardization of payroll processes
• Support onboarding and transitions of customers into Managed Services
• Act as a trusted advisor internally on payroll best practices and optimization
• Design and launch new value service to the US Payroll market

Base salaries for this role range from $110,000 - $142,000 per year.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
Benefits
At HiBob, our people are at the heart of everything we do.
We're building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a vibrant NYC office and remote teammates across the country, we've created an environment where people can be themselves, grow quickly, and make a real impact.
Joining HiBob means working alongside exceptional people while being supported with competitive compensation, comprehensive benefits, and pre-IPO equity , including the perks below.
Ownership & Financial

• Equity in a global, high-growth HR tech SaaS leader
• 401(k) with a 3% company match starting Day 1
• $2,500 employee referral bonus

Health & Wellbeing

• 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

Workplace Flexibility

• Hybrid working model for Bobbers in the NY metro area
• Temporary work from anywhere for up to 2 months per year (after 6 months)

Work-Life Balance

• 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

Work From Home

• Home office allowance to set up your ideal workspace

Community & Culture

• 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

Location Eligibility: While this is a remote position, HiBob is currently authorized to hire in the following states: CA. CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Candidates must reside in one of these states to be considered for employment.
Join HiBob and be part of a dynamic, people-centric organization where your impact will shape the future of work. Apply now and unleash your potential in a supportive, inclusive environment that celebrates your uniqueness.