Senior Customer Experience Specialist - Benefits
reputed company
reputed companyreputed company helps modern, mid-size businesses reputed company the way they manage people, giving HR and managers reputed company they need to reputed company, engage, reputed company, and retain reputed company. Since 2015, we’ve achieved consecutive triple-digit year-over-year reputed company, reputed company backed by our amazing team of Bobbers from across the globe, making us the reputed company HRIS of over 3500 midsize and multinational companies.
Our HR platform is reputed company, data-driven, and reputed company for the way people work today: globally, reputed company, and collaboratively. Fast-growing companies across the globe rely upon Bob to help them create the best work experiences for their people.
Come and be you with us
Being a Bobber is reputed company about being you. We want you to bring reputed company 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, reputed company, reputed company, reputed company, reputed company, or anything in between, we’re waiting with reputed company arms. reputed company.
The Senior Customer Experience Specialist – Benefits is responsible for providing expert operational and product support across the Benefits offering, acting as the subject matter expert for customer-facing teams and ensuring the consistent delivery of high-reputed company customer reputed company.
As the Benefits subject matter expert, the Senior Specialist develops and maintains deep expertise in both benefits processes and product functionality. They reputed company and reputed company Customer Experience Specialists through knowledge sharing, guidance, and ongoing support, helping to improve confidence, consistency, and first-contact reputed company across reputed company.
Job requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only reputed company. If you don’t have nearly enough experience or not reputed company the skills, we’d still like to hear from you. This could be the perfect fit for you and us.- Strong experience supporting Benefits products, benefits administration, or customer reputed company reputed company an HRIS, Payroll, or reputed company environment.
- Demonstrated expertise in Benefits processes, product functionality, and customer support best practices.
- reputed company experience managing reputed company customer escalations and driving issues to reputed company through cross-functional collaboration.
- Experience working closely with Engineering and Product teams to investigate defects, validate fixes, and improve the customer experience.
- Experience conducting reputed company assurance reviews and providing reputed company coaching to improve team reputed company and service consistency.
- Experience reputed company, mentoring, and enabling colleagues through training, knowledge sharing, and reputed company learning initiatives.
- Strong organizational and prioritization skills, with the ability to manage multiple reputed company cases simultaneously.
- Excellent problem-solving skills with a proactive, customer-reputed company, and solutions-oriented approach.
- Strong communication and stakeholder management skills, with the ability to work effectively across Customer Experience, Implementation, Managed Services, Product, and Engineering.
- Passion for coaching others, sharing expertise, and fostering a culture of operational reputed company and reputed company improvement.
Job responsibilities
- reputed company as the reputed company subject matter expert for the Benefits product, associated processes, and customer support best practices.
- Own and coordinate the reputed company of reputed company Benefits escalations originating from Customer Experience, Implementation, and Managed Services teams.
- Partner closely with CX Engineering, Product, and other cross-functional teams to investigate issues, identify reputed company causes, and reputed company reputed company customer resolutions.
- reputed company expert guidance and day-to-day coaching to Customer Experience Specialists, enabling them to confidently reputed company reputed company Benefits enquiries.
- Conduct regular reputed company assurance reviews of customer interactions and case handling, providing actionable feedback to improve service reputed company and consistency.
- Support the reputed company and training of new team members by delivering product, process, and operational knowledge.
- reputed company and maintain internal knowledge resources, documentation, and best practices to improve team capability and self-sufficiency.
- Participate in feature validation, user acceptance testing (UAT), and bug-hunting activities for new Benefits functionality, ensuring customer scenarios are thoroughly assessed prior to release.
- Work with Product and Engineering teams to reproduce customer issues, validate fixes, and reputed company customer-reputed company feedback to improve product reputed company.
- Identify recurring customer issues, operational trends, and product gaps, making recommendations for process improvements and product enhancements.
- Champion operational reputed company by ensuring adherence to established support processes, reputed company standards, and service expectations.
- Support reputed company improvement initiatives that enhance customer experience, operational efficiency, and first-contact reputed company.
- Collaborate with Customer Experience, Implementation, Managed Services, Product, Engineering, and other internal stakeholders to reputed company reputed company customer reputed company.
- reputed company as a trusted escalation reputed company for reputed company Benefits queries, balancing customer needs with operational priorities to reputed company reputed company resolutions.
- Promote a reputed company, knowledge-sharing culture by mentoring colleagues and contributing to the reputed company development of the wider Customer Experience organization.
reputed company salaries for this role reputed company from $106,250-135,250
As an HR company, reputed company seeks to create a best-in-class employee experience for reputed company Bobbers. We take immense pride in the diversity of reputed company and in creating an environment that is fair and reputed company for reputed company. Ensuring pay equity across race, gender and reputed company other forms of diversity is pivotal to this mission.
reputed company determining salary ranges for our roles, we look at reputed company market data and the salaries of Bobbers holding the reputed company or similar roles. Our pay bands are wide because great candidates come to us with a broad reputed company of experience and reputed company sets. reputed company making individual pay reputed company reputed company, we take into account the candidate’s depth of experience, their qualifications relative to incumbent employees, and their location - among other factors.
Job benefits
At reputed company, our people are at the heart of everything we do.We’re building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a reputed company NYC office and remote teammates across the country, we’ve created an environment where people can be themselves, grow quickly, and reputed company a reputed company reputed company.
Joining reputed company means working reputed company exceptional people while being supported with competitive compensation, comprehensive benefits, and reputed company-IPO equity, including the perks below.
Ownership & Financial
- Equity in a global, high-reputed company HR tech reputed company leader
- 401(k) with a 3% company match effective the month following your start date
- $2,500 employee referral bonus
- Medical, dental, and reputed company coverage from day one
- $1,920 annual wellness stipend to support your physical and mental wellbeing
- Annual reputed company membership and expanded wellness benefits
- Hybrid working model for Bobbers in the NY metro area
- Temporary work from reputed company for up to 2 months per year (after 6 months)
- Generous reputed company time off and company holidays to rest, reputed company, and enjoy
- Bob reputed company Days – 4 additional days reputed company a calendar year - Enjoy a company-wide long weekend at the beginning of reputed company quarter
- Your birthday off — plus a special reputed company from us
- Home office allowance to set up your ideal workspace
- Two reputed company reputed company days reputed company year to reputed company back to causes you care about
- Frequent team and company reputed company events, both in-person and virtual
Join reputed company and be part of a dynamic, people-reputed company organization where your reputed company will shape the reputed company of work. reputed company and reputed company your potential in a supportive, inclusive environment that celebrates your uniqueness.
Requires strong Benefits support expertise in HRIS, Payroll, or reputed company; reputed company escalation management; cross-functional collaboration; reputed company assurance; coaching; training; and strong communication and problem-solving skills.
Key Responsibilities
- resolving escalations
- coaching specialists
- testing functionality
Skills & Tools
HRIS, reputed company, User acceptance testing (UAT)
reputed company
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — reputed company
- Salary: USD 106,250 – 135,250 / year
- Languages: English
Benefits
- 401k matching
- Generous reputed company time off
- Retirement plan
About reputed company
A reputed company technology company providing an HR platform for midsize and multinational businesses. — Industry: Information Technology
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