Senior Customer Experience Specialist (Payroll)

TL;DR

Senior Customer Experience Specialist (Payroll): Providing in-depth guidance and technical support for complex UK payroll related queries and issues with an accent on HMRC reconciliations, legislative guidance, and system integrations. Focus on troubleshooting unexpected system behavior, resolving bugs, and ensuring customer satisfaction and compliance.

Location: Remote (United Kingdom)

Company

hirify.global is a rapidly growing HRIS startup that transforms how mid-size businesses manage their people with an intuitive, data-driven HR platform.

What you will do

• Be the escalated line of support for customers and partners for UK payroll queries.
• Investigate complex payroll issues, including HMRC reconciliations, journal support, and FPS/Pension submissions.
• Conduct thorough troubleshooting of issues reported by customers and internal teams.
• Collaborate with Customer Experience Engineers and Developers for complex case escalation.
• Ensure customer compliance by maintaining up-to-date knowledge of statutory legislation.
• Educate new and existing customers on system adoption and support integrations of HMRC and HRIS into hirify.global Payroll UK.

Requirements

• Extensive UK payroll experience, minimum 5 years, with bonus points for Share Payments, FPS, and Pensions.
• Product technical expertise, comfortable with basic code in backend software.
• Experience in providing best-in-class payroll and product support.
• Proficient English speaker with impeccable written and verbal grammar (C1 level).
• Experience with complex reconciliations and spotting payroll anomalies.
• Ability to communicate complex concepts clearly and professionally.
• Demonstrated ability to work in a dynamic, fast-paced environment.

Nice to have

• Experience in SaaS technology along with Payroll.
• Experience working in Payroll Bureau.
• Previous experience with global teams or Enterprise Customers.
• Experience onboarding customers into a new payroll platform/service.
• Managed software migrations in a payroll environment.
• Experience using Zendesk, Slack, & Asana.
• Experience working with APIs and integrations.

Culture & Benefits

• Company share options plan and pre-IPO equity.
• Cash allowance for health insurance, annual vision allowance, and Headspace subscription.
• Work from home allowance and travel support (cycle scheme, season ticket loans).
• Temporary remote work from anywhere for up to 2 months (after 6 months of employment).
• Bob balance days (company-wide long weekend each quarter) and 2 social impact days for volunteering.
• Pension scheme auto-enrolment from day one.
• Fun company and team social events.
• Birthday day off with a special gift.