Customer Experience Process Specialist (Payroll & Partners)

TL;DR

Customer Experience Process Specialist (Payroll & Partners): Designing and optimizing operational workflows for payroll and partner services within a B2B SaaS environment with an accent on process documentation, cross-functional collaboration, and service delivery efficiency. Focus on driving operational improvements, managing incident response, and leveraging tools like Zendesk to ensure seamless customer experiences.

Location: Must be based in the New York Metro Area and willing to work in the NYC office 2-3 days a week.

Salary: $119,000 - $145,000 per year.

Company

hirify.global is a global HR tech leader providing an intuitive, data-driven platform that helps mid-size businesses manage, engage, and retain their talent.

What you will do

• Own and improve end-to-end payroll operational processes across the CX department.
• Design scalable workflows for payroll support and partner collaboration.
• Define escalation paths, SLAs, and communication processes for external partners.
• Coordinate payroll and partner-related incidents in collaboration with engineering and CX teams.
• Analyze operational data to identify trends, bottlenecks, and risks.
• Act as the primary CX Delivery representative during US business hours.

Requirements

• 3+ years of experience in Customer Experience Operations or Support Operations within a B2B SaaS environment.
• Proven track record of designing and improving support processes across multiple teams.
• Strong project management and stakeholder management skills.
• Experience with operational tools such as Zendesk, Jira, Asana, or Salesforce.
• Excellent written and verbal communication skills.
• Must be located in the New York Metro Area and able to work onsite 2-3 days per week.

Nice to have

• Experience with Zendesk is considered a significant advantage.

Culture & Benefits

• Competitive compensation and pre-IPO equity.
• Comprehensive medical, dental, and vision coverage from day one.
• 401(k) plan with a 3% company match.
• $1,920 annual wellness stipend and Headspace membership.
• Generous paid time off, company holidays, and additional 'Bob Balance' days.
• Home office allowance and dog-friendly office environment.