Description

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 enthusiastic Customer Support Specialist to be the first line of support for customers using Bob. Our goal is to delight our customers and provide an amazing experience to 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.

Who are you?

We're in search of a dynamic, proactive individual with exceptional communication skills, eager to embark on a promising career at a rapidly growing startup. Are you a highly motivated self-starter, known for your initiative and creative problem-solving abilities? Do you thrive on unraveling the mysteries behind technical challenges, diving deep to pinpoint root causes? Is helping customers navigate complex issues your passion? Do you excel in explaining intricate technical configurations to clients?

If this resonates with you, the role of a HiBob Customer Experience Specialist might be your ideal opportunity!

What will you do?

As a Customer Experience Specialist, your role will involve becoming an expert in HiBob's features and services, enabling you to provide in-depth guidance and technical support to our customers. You will serve as a vital link between HiBob and our customers, addressing their technical inquiries, resolving issues, identifying unexpected system behavior, addressing bugs, and ensuring their overall satisfaction in using the platform.

Your responsibilities will include investigating product and service problems, responding to technical queries through various communication channels, and sharing your knowledge both within the organization and with our valued customers. Your expertise and dedication will be crucial in delivering exceptional customer experiences with HiBob's products and services.

• Provide technical solutions and assist customers with inquiries or issues related to Hibob products through various channels, primarily through email email, but also via phone, and interactive Zoom meetings
• Conduct thorough troubleshooting and investigation of issues reported by customers, aiming for efficient problem resolution
• Effectively escalate complex cases when necessary, collaborating with different teams and sites as required. Maintain clear communication with customers regarding the progress and status of their cases
• Manage and balance customer requests of varying priorities across multiple queues and time zones, ensuring a great impression and experiencing timely responses and resolutions
• Identify opportunities to create and update Help Center and Community content to enhance support for both customers and internal teams
• Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high-quality support services.
• Collaborate closely with customer success managers and professional services teams to proactively support customers, maintain trust, and achieve overall customer satisfaction
• Have a proactive approach to interactions with customers, anticipating potential problems and thinking of ways to beat their expectations
  
  

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.

• A minimum of 2 years of professional experience in customer-facing roles related to SaaS (Software as a Service), such as customer support, technical support, and/or account management
• Fluent Hebrew and 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 dynamic fast-paced environment
• Workdays: Sunday to Thursday 9 am to 6 pm
  
  

Advantages

• Experience in HR Tech
• Previous experience working with global teams and customers
• Previous experience with Enterprise Customers
• Experience using tools such as; Zendesk, Slack, & Asana
• Knowledge of Compensation, Benefits, and Integrations in the HR space
• Experience working with APIs and integrations
  
  

Benefits

Join our Village

Benefits

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:

• Company share options plan
• We have a flexible hybrid working model
• Work from home allowance- to get your home office set up!
• Payment for sick leave from the first day
• 2 Social Impact days per year for volunteering
• Annual Headspace subscription and wellness benefits
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• 10 bis or cibus/wolt- you get to pick!
• Transportation allowance
• Dog-friendly
• 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 - 4 additional days within a calendar year - 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!