Product Support Specialist - Hibob : Job Details

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 1500 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Gong, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

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.

Our team is growing as our customer base is expanding fast. 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.

About You

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!

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!

What will you do?

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

Base salaries for this role range from $65,000 - $75,000 per year.

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.

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.

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:

* 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.

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

* If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!

Benefits