CX Team Lead - Payroll & Benefits
Mosaic.tech
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.
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
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.