Product Support Specialist, HiBob
$65-75k
+ Stock options
2-3 days a week in office
A modern HR platform powering productivity, engagement, and retention
Job no longer available
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Job no longer available
$65-75k
+ Stock options
2-3 days a week in office
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- We are looking for an energetic, and coachable individual with incredible communication skills, seeking an opportunity that can lead to a successful career at a high-growth startup
- Are you a highly motivated self-starter, capable of using your initiative and creativity to achieve goals?
- Are you passionate about helping customers identify solutions to complex issues?
- Do you relish the challenge of finding out why something isn’t working and then diving deep to identify a root cause?
- Do you enjoy leading, presenting and solving complex technical solutions with clients?
- If this sounds like you, being a HiBob Customer Experience Specialist might be the role for you!
- At least 3 years of professional experience in a SaaS customer-facing roles (e.g customer support, technical support)
- Previous experience performing in a customer-facing role with enterprise level accounts
- Excellent English written and verbal communication skills - a must
- Ability to communicate complex concepts in a fluent, clear and professional manner
- Demonstrated ability to work in a high pace environment
- Availability for work Monday to Friday, 9am to 6pm EST
- Previous experience working with global teams and customers - an advantage
- Previous experience with Premium Phone Support - an advantage
- Experience using tools such as; Zendesk, Slack, & Asana - an advantage
- Knowledge of Compensation/Benefits/Integrations in the HR space - an advantage
- Must demonstrate strong critical thinking skills, a high level of self-motivation, agility in adapting to changing circumstances, and a proven ability to solve complex problems
What the job involves
- We are looking to hire an experienced Customer Support Specialist to be the first line of support for our most important customers
- Our goal is to delight our customers and provide an amazing experience to each and every customer during their interactions with HiBob
- We are proud to say that we already have a world-class support function and we’re looking for a candidate who can provide a meaningful contribution and ensure its continued success
- As a Customer Experience Specialist, you will learn the inner workings of HiBob features, enabling you to provide in-depth technical product support
- You will act as a technical expert and liaison on a number of wide-ranging topics between HiBob and our customers, as well as providing this knowledge internally
- Troubleshooting product and service issues, answering technical questions via email and phone, and resolving any problems that our customer accounts might face
- Provide technical solutions and guide customers with their queries and issues related to HiBob products through email, phone and interactive Zoom meetings
- Complete thorough troubleshooting and investigation of issues raised by customers
- Effectively escalate complex cases where necessary, communicating with different teams and sites as needed, whilst maintaining the expectations of customers and ensuring that they are kept in the know about the stages of the case
- Balance customer requests of different priorities across multiple queues and time zones
- Identify and create Help Center content to better support customers and internal teams
- Proactively identify internal team processes that can be updated and help in initiating them
- Achieve weekly and monthly personal KPI’s and actively contribute to team KPI’s
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amount of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services is big and growing.
Hibob have attracted high profile customers like Monzo, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's recent acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2024
$150m
SERIES E
Sep 2023
$150m
LATE VC
Total funding: $715m
Company benefits
- Company share options plan
- Flexible hybrid working model
- Work from home allowance: to get your home office set up how you like it
- Volunteering days: Two days each year to support your community
- Employee referral program paying up to $2,500 for each successful referral
- Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
- Generous annual leave allowance
- Pension scheme or savings plan
- Birthday day off: Take the day off and receive a special gift
- Headspace subscription to help look after your mental health
- Private health coverage
Company values
- Bring me, win as we: When we come together as a global team, we can build something trailblazing. Every Bobber can show up as their authentic self, strengthening the connections in our village and having an exponential impact.
- Build the exceptional: Everyone contributes to building the exceptional at HiBob. We are leading the way in what a functional, flexible, and fun HR platform and mindset looks like.
- We do what we say: We are intentional and take pride in aligning our actions with our words. We deliver today on the promises we made yesterday. We actively use our product and seek to drive best practices.
- Trust and empower each other: Bobbers shine when those around them shine, too. We hire smart people who have the freedom to do their jobs in the best possible way.
- Interact with transparency and openness: Information is a resource to be shared, not a resource to be guarded.
- Grow through what we go through: We need to be agile and adapt. With every challenge and experience we go through, we learn, improve, and remain resilient.
Company HQ
London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously SVP of Technology at Kenshoo, VP of IT Business Management at VMware, and VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. He also spent two years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Joined HiBob in 2021 as SMB Customer Success Manager and grown to lead the Global SMB Account Manager team in the Customer Growth division, driving scalable growth and success with global customers.
Joined the CX team in 2018 and helped build the SMB CSM team as one of its first members. Has progressed through leadership roles and is now Head of SMB Customer Success, driving adoption & retention.
Joined as a Customer Success Manager in 2022 before moving to our Sales Engineering team after 18 months. Has since been promoted to Senior Sales Engineer, supporting our Partnerships team.
Salary benchmarks
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Diversity, Equity & Inclusion 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. To achieve this, we are committed to being proactive at all levels, ensuring 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).
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