Customer Experience Specialist

Job Description
Come and be yourself with us!
Being a Bobber means bringing your whole self to work-whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.
About Us:
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including names like Fulham FC, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."
About you:
We're looking for someone dynamic and proactive, with excellent communication skills and a love for solving complex technical issues. If you're a motivated self-starter who enjoys helping customers and unraveling technical challenges, this role could be for you!
You'll be diving deep to solve problems, guiding clients through technical solutions, and ensuring they get the most out of HiBob. Your role will focus on delivering exceptional customer experiences, resolving queries efficiently, and providing thoughtful guidance on platform functionality and best practices.
If this sounds like you, we'd love for you to join us as a HiBob Customer Experience Specialist!
Job Requirements

• Experience in customer-facing SaaS roles (e.g., customer support, technical support).
• Strong technical troubleshooting skills, with familiarity using tools such as Zendesk, Asana, Slack and Salesforce.

• Experience with enterprise-level accounts and SaaS platforms is highly preferred.
• Must be available to work on 50% of Portuguese public holidays due to business needs.
• Fluency in English; strong verbal and written communication skills are a must
  • Additional language proficiency is a plus but not required
• Technical troubleshooting experience, with familiarity using tools such as Zendesk, Asana, Slack, Salesforce
• Ability to work in a fast-paced, dynamic environment and adapt quickly to change
• Previous experience in HR Tech and enterprise support is advantageous
• Familiarity with AI solutions, platforms and tools

Job Responsibilities

• Offer technical support and solutions via email and Zoom sessions
• Troubleshoot and investigate customer-reported issues and escalate when necessary
• Collaborate with internal teams resolve complex cases
• Develop and maintain knowledge content for both the Help Center and internal teams.
• Contribute to AI chatbot training and automated ticket deflection
• Meet KPIs and work with global teams to reach a shared common goal
• Proactively anticipate and solve customer challenges, ensuring consistent high-quality service

Benefits
Join our village
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're 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: competitive compensation

• Company share options plan
• Health Insurance for you and your kids
• Prepaid meal card per day
• We have a flexible hybrid working model
• Work from home allowance- to get your home office set up!
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
***Learn about HiBob's hybrid working model*
BELONGING AT HIBOB
Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.
We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [email protected] or speak to the recruiter when they arrange a call with you.
We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.