Provide technical, timely customer support across email, phone and Zoom; troubleshoot and investigate issues; escalate complex cases and keep customers informed; manage multiple queues and time zones; create Help Center content; identify and improve internal processes; meet weekly and monthly KPIs while collaborating with the team.
Job Description
HiBob is a modern People Platform. We're a fast-scaling tech business with a global customer base, and a Customer Experience team that customers lean on whenever they need a hand getting the most from the product. APJ is a growing part of that story, and we're looking for the right people to grow it with us.
Our customers count on clear, expert answers the moment they need a hand with HiBob. As a Customer Experience Specialist, you'll be the person who makes that happen. You'll get to know the inner workings of HiBob's features inside out, act as the technical go-to between our customers and our internal teams, and help people get unstuck quickly.
From troubleshooting product questions to resolving the issues that land in your queue, you'll keep customers in the know and confident that they're in good hands. You'll do your best work alongside a close team that takes real ownership of outcomes and backs each other to get there.
What you'll do
What you'll bring
Life at HiBob
We take care of our people. Here's what that looks like:
HiBob is a modern People Platform. We're a fast-scaling tech business with a global customer base, and a Customer Experience team that customers lean on whenever they need a hand getting the most from the product. APJ is a growing part of that story, and we're looking for the right people to grow it with us.
Our customers count on clear, expert answers the moment they need a hand with HiBob. As a Customer Experience Specialist, you'll be the person who makes that happen. You'll get to know the inner workings of HiBob's features inside out, act as the technical go-to between our customers and our internal teams, and help people get unstuck quickly.
From troubleshooting product questions to resolving the issues that land in your queue, you'll keep customers in the know and confident that they're in good hands. You'll do your best work alongside a close team that takes real ownership of outcomes and backs each other to get there.
What you'll do
- Guide customers through their questions and product issues over email, phone, and interactive Zoom sessions
- Run thorough troubleshooting and investigation on the issues customers raise
- Escalate complex cases to the right teams and sites, keeping customers updated at every stage so they always know where things stand
- Balance requests of different priorities across multiple queues and time zones
- Spot and create Help Center content that supports both customers and your colleagues
- Notice internal processes worth improving, and help get those changes moving
- Hit your weekly and monthly KPIs while contributing to the team's shared goals
What you'll bring
- At least 3 years in a customer-facing SaaS role (think customer support or technical support)
- A knack for explaining complex ideas in a clear, fluent, professional way
- Comfort working at pace and balancing competing priorities with a calm head
- Availability Monday to Friday, 9am to 6pm
- Experience working with global teams and customers, and a comfortable async working style
- Experience with premium phone support
- Familiarity with tools like Zendesk, Slack, and Asana
- Experience in a CSM, customer onboarding, or account management role
- Familiarity with the HR space, ideally including HRIS, compensation, benefits, or integrations
- An AI-forward mindset, and comfort using AI tools to work smarter
Life at HiBob
We take care of our people. Here's what that looks like:
- Pre-IPO equity options
- 20 days annual leave plus an extra day for your birthday
- Quarterly balance days to fully switch off
- Work-from-home setup allowance
- Weekly in-office lunches
- Headspace access for your mental wellbeing
- Paid baby bonding leave for new parents
- Work From Anywhere for up to two months a year
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