Senior Customer Experience Specialist - Benefits

Location: Remote within authorized US 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, and WA. Candidates must reside in one of these states. A hybrid model applies to Bobbers in the New York metro area.

Salary: $106,250–$135,250 base salary per year

Company

hirify.global provides a data-driven HRIS platform that helps mid-size and multinational businesses manage people, engagement, development, and retention.

What you will do

• Act as the subject matter expert for Benefits products, processes, and customer support practices.
• Own and coordinate complex Benefits escalations from Customer Experience, Implementation, and Managed Services teams.
• Partner with Product and Engineering to investigate issues, identify root causes, reproduce defects, validate fixes, and improve product quality.
• Coach Customer Experience Specialists, conduct quality assurance reviews, and provide actionable feedback.
• Support onboarding and training while developing internal documentation, knowledge resources, and best practices.
• Participate in feature validation, user acceptance testing, bug hunting, and continuous improvement initiatives.

Requirements

• Strong experience supporting Benefits products, benefits administration, or customer operations in an HRIS, Payroll, or SaaS environment.
• Expertise in Benefits processes, product functionality, and customer support best practices.
• Experience managing complex escalations and collaborating cross-functionally to drive resolution.
• Experience working with Engineering and Product teams to investigate defects and validate fixes.
• Experience conducting quality assurance reviews, coaching colleagues, onboarding team members, and delivering training.
• Strong organization, prioritization, problem-solving, communication, and stakeholder management skills.

Culture & Benefits

• Remote work for eligible US-based employees, with temporary work from anywhere for up to two months per year after six months.
• Competitive compensation, comprehensive benefits, and pre-IPO equity.
• Medical, dental, and vision coverage from day one, plus a $1,920 annual wellness stipend and Headspace membership.
• 401(k) with a 3% company match, home office allowance, paid time off, company holidays, and additional Balance Days.
• Paid Social Impact days and regular in-person and virtual team events.