Technical Support Manager - Payroll & Ben Admin

Technical Support Manager - Payroll & Ben AdminUS, United States · Permanent · RemoteOverviewApplicationAbout this job Apply Share job Customer Experience Manager, Payroll and Benefits About UsHiBob 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 Manager on our US CX payroll and benefits team. This is a leadership role responsible for leading the technical support operations for HiBob's US Payroll & Benefits solutions during a pivotal phase of growth. The role is accountable for ensuring the timely resolution of complex technical issues, driving operational excellence, improving platform stability, and leading a team of technical support specialists focused on delivering reliable, high-quality support to customers and internal stakeholders.Note: For candidates based in the New York Metro Area, this is a hybrid role requiring 2 days per week in our NYC office. We love the energy, collaboration, and connection that come from working together in person—and we hope you do too! Job requirements 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 outcomesAbility 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...