Customer Experience Specialist - Payroll (US Payroll)

Location: Remote within the United States, limited to candidates residing in 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, or WA. Candidates must be available to work EST hours.

Salary: $85,000–$115,000 per year.

Company

hirify.global provides a data-driven HRIS SaaS platform for midsize and multinational companies.

What you will do

• Provide first-line support for customer payroll questions and resolve issues efficiently.
• Investigate complex cases involving tax filings, reconciliations, legislation, benefits, and payroll operations.
• Escalate complex issues to relevant teams while maintaining clear customer communication.
• Run payrolls for customers using managed service subscriptions and identify payroll anomalies.
• Educate customers on system adoption and create or update Help Center and Community content.
• Meet personal and team KPIs while delivering high-quality support.

Requirements

• Extensive US payroll and benefits experience across multiple states.
• Experience providing high-quality payroll and product support.
• Strong numerical skills and experience handling complex reconciliations accurately.
• Experience running payrolls and identifying irregularities.
• Clear, fluent, and professional written and verbal communication.
• Ability to work EST hours and reside in one of the authorized US states.

Nice to have

• Experience with SaaS technology and payroll.
• Experience working with global teams or enterprise customers.
• Experience using Zendesk, Slack, and Asana.
• Experience working with APIs and integrations.

Culture & Benefits

• Remote work for eligible US-based employees, with hybrid work available in the NY metro area.
• Medical, dental, and vision coverage from day one.
• 401(k) with a 3% company match and pre-IPO equity.
• $1,920 annual wellness stipend, Headspace membership, and home office allowance.
• Paid time off, company holidays, quarterly Bob Balance Days, and a birthday day off.
• Social Impact days and in-person and virtual team events.