As a Product Support Specialist, you'll provide expert support to customers, troubleshoot issues, guide users, and collaborate with teams to enhance customer experience.
Job Description
About Us
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for how people work today: globally, remotely, and collaboratively.
Come and be you with us
Being a Bobber is all about being you . We want you to bring all 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, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us.
What will you do?
Our Customer Experience team is growing!
As a Product Support Specialist, you are the frontline expert helping customers successfully use our product. You'll combine product knowledge, troubleshooting skills, and clear communication to resolve customer issues, guide users through workflows, and ensure a positive experience. You'll work closely with cross-functional teams to escalate issues, share customer feedback, and continuously improve support processes.
**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2-3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!**
Base salaries for this role range from $62,000 - $76,000 per year.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
Job Requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren't the only factor. If you don't have nearly enough experience, or not all the skills, we'd still like to hear from you. This could be the perfect fit for you and us.
We want to hear from you if you have:
Must Have
Nice to Have
Benefits
Why work with us
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We have a beautiful office located in NYC and remote bobbers coast to coast. It's about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:
About Us
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for how people work today: globally, remotely, and collaboratively.
Come and be you with us
Being a Bobber is all about being you . We want you to bring all 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, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us.
What will you do?
Our Customer Experience team is growing!
As a Product Support Specialist, you are the frontline expert helping customers successfully use our product. You'll combine product knowledge, troubleshooting skills, and clear communication to resolve customer issues, guide users through workflows, and ensure a positive experience. You'll work closely with cross-functional teams to escalate issues, share customer feedback, and continuously improve support processes.
- Provide timely, accurate support to customers via chat, email, and other channels
- Troubleshoot product issues, configuration questions, and integrations
- Investigate reported issues and determine root causes or appropriate next steps
- Clearly communicate solutions and expectations to customers
- Escalate complex or high-impact issues with clear context and documentation
- Collaborate with Product, Engineering, and Customer Success teams
- Contribute to internal documentation, FAQs, and knowledge bases
- Identify recurring issues and share insights to improve product stability and usability
**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2-3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!**
Base salaries for this role range from $62,000 - $76,000 per year.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
Job Requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren't the only factor. If you don't have nearly enough experience, or not all the skills, we'd still like to hear from you. This could be the perfect fit for you and us.
We want to hear from you if you have:
- Experience in a SaaS product support, CX, or technical support role
- Strong problem-solving and analytical skills
- Ability to explain technical concepts to non-technical users
- Excellent written and verbal communication skills
- Comfortable working with ticketing systems and support tools
- A customer-first mindset with attention to detail
Must Have
- Experience supporting B2B SaaS products
- Experience working cross-functionally with Engineering or Product teams
Nice to Have
- Knowledge of HRIS, workflows, or enterprise software (if applicable)
Benefits
Why work with us
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We have a beautiful office located in NYC and remote bobbers coast to coast. It's about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:
- Stock options at a high-growth unicorn startup
- 100% subsidized medical, dental, and vision coverage for employees
- 401(k) with a 3% company match starting from Day 1
- Hybrid working model for bobbers in the NY metro area
- Work from home allowance to get your home office set up!
- Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
- Annual Headspace subscription and wellness benefits
- Two social impact days per year for volunteering
- Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
- Fun and frequent social events (in-person and virtual)
- We love birthdays - take the day off and receive a special gift
- Dog-friendly office
Top Skills
Hris
SaaS
Support Tools
Ticketing Systems
Similar Jobs at HiBob
HR Tech • Information Technology • Professional Services • Sales • Software
Manage and expand a US and LATAM mid-market book by identifying upsell opportunities, using MEDDPICC for strategic sales, forecasting pipeline, collaborating with Customer Success and Sales Engineers, and meeting revenue KPIs.
Top Skills:
Salesforce,Gong Engage,Linkedin Sales Navigator
HR Tech • Information Technology • Professional Services • Sales • Software
Lead client onboarding and implementation projects for a SaaS HR platform. Serve as primary client contact, gather requirements, configure the platform, manage project plans, identify and mitigate risks, drive cross-functional collaboration, and ensure successful deployments on schedule while maximizing client value.
Top Skills:
HrisSaaS
HR Tech • Information Technology • Professional Services • Sales • Software
Drive the North America marketing strategy, execute full-funnel campaigns, lead a regional team, and partner with sales for growth and brand presence.
What you need to know about the Melbourne Tech Scene
Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
