Senior Technical Support Specialist, HiBob
$66-80k
+ Equity
2 days a week in office
A modern HR platform powering productivity, engagement, and retention
Posted today
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Posted today
$66-80k
+ Equity
2 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
- 5+ years of SaaS technical support experience, strong HR technology knowledge, andextensive experience resolving pod-specific challenges through proactive problem-solving
- Excellent English written and verbal communication skills - a must
- Ability to communicate complex concepts in a fluent, clear and professional manner
- Demonstrated ownership of customer escalations and sensitive situations, with the ability to communicate empathetically and effectively with both customers and internal technical teams
- Experience troubleshooting third-party integrations such as SSO, IAM, ATS, payroll, and public APIs - an advantage
- Experience delivering proactive, consultative support for strategic or Premium customers an advantage
- Advanced troubleshooting expertise within an assigned pod, including strong technical knowledge of the Core product and pod strategy
- Demonstrated ability to work in a fast-paced environment, with availability to work Monday to Friday, 9am to 6pm ET. Previous experience working with global teams and customers is an advantage
- Experience supporting Premium customers in a dedicated point-of-contact capacity, including proactive and consultative support - an advantage
- Experience using tools such as Zendesk, Slack, and Asana - an advantage
- Plus: Bilingual in Spanish, with the ability to support and engage customers in both English and Spanish
What the job involves
- As a Senior Technical Support Specialist, you will serve as a trusted technical expert for HiBob customers and internal teams
- You will lead the investigation and resolution of complex product and service issues, provide clear and consultative guidance, and act as a liaison between customers and internal technical teams
- You will manage sensitive and escalated situations with empathy, accountability, and a consistent customer experience
- Provide technical solutions and consultative guidance to customers through written channels and interactive Zoom meetings
- Lead thorough troubleshooting and investigation of complex issues raised by customers, identifying root causes, appropriate workarounds, and next steps
- Own communication throughout complex, escalated, or sensitive cases, coordinating with internal technical teams and keeping customers informed with clear, empathetic updates at every stage
- Lead customer escalations, partner with Engineering and other technical teams, mentor teammates, and improve pod processes
- Troubleshoot third-party integrations, including SSO, IAM, ATS, and payroll integrations
- Troubleshoot and guide customers on the effective use of Bob's public APIs
- For assigned Premium customers, act as a dedicated support point of contact and provide proactive, consultative support
- Balance customer requests of different priorities across multiple queues and time zones while maintaining strong ownership, responsiveness, and quality
- 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 KPIs and actively contribute to team KPIs through cross-pod resolution, project impact, consultative engagements, and retention influence
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 amounts of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services, whilst already large, is growing.
Hibob has attracted high-profile customers like Fulham FC, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's 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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