Customer Experience Specialist

Job Description

About Us
HiBob is transforming how modern companies manage their people and operations, bringing HR, Finance, managers, and employees together in one AI-powered system designed for the realities of today’s world of work. From people management and engagement to workforce planning and business insights, Bob helps organizations operate more efficiently, make smarter decisions, and build stronger cultures at scale. Today, more than 5,000 companies worldwide choose HiBob to power their people operations.

Who you are 

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 making sure they get the most out of HiBob. If this sounds like you, we'd love for you to join us as a HiBob Customer Experience Specialist!

What you will do 

As a Customer Experience Specialist, you will be our customers' first line of support. You’ll work with team members closely in different product area groups, together with engineering teams, customer success teams, and professional service teams to troubleshoot and resolve technical issues, identify product bugs, and escalate complex cases. You will also provide education to customers, enabling them to leverage HiBob’s platform to its fullest potential.

Our goal is to provide a solution to any problem a customer might encounter while delivering a delightful customer experience to ensure every interaction with HiBob is positive and productive.

What you should have:

• 2-3 years of experience in customer-facing SaaS roles (e.g., customer support, technical support).
• Experience with enterprise-level accounts and SaaS platforms is highly preferred.
• Fluency in English and Hebrew; strong verbal and written communication skills are a must
• 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, API integrations, and enterprise support is advantageous
• Familiarity with AI solutions, platforms and tools
  
  

• 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
  
  

• Equity Plan: Participation in the Company Share Options Plan
• Social Contributions and Keren Hishtalmut
• Employee Referral Program: $2,500 for each successful hire
• Wolt Benefit (meal card): ₪1,000 per month

• Private Health Insurance: Comprehensive premium medical coverage
• Sick Leave: Full payment from the first day of illness
• Wellness Benefits: Annual Headspace subscription and dedicated wellness programs
• Preventive Screening: Health screenings for employees aged 40+

• Paid Time Off: Competitive paid time off policy
• HiBaby: 3 weeks of additional fully paid bounding time for new parents
• Bob Balance Days: 4 additional company-wide "long weekend" days (one per quarter)
• Social Impact: 2 paid days per year for volunteering and social contribution
• Work from Anywhere: Temporary remote work option for up to 2 months (available after 6 months of tenure).
• Birthday Day Off: Enjoy a day off during your birthday month

• Hybrid Model: A flexible balance between office and home-based work
• Home Office Allowance: One-time stipend to ensure an ergonomic and productive home setup
• Transportation: Monthly travel allowance or parking arrangements
• Pet-Friendly: Dog-friendly office environment to support a stress-free workplace

• Social Events: Regular team-building and company-wide events, both local and global
• Professional Growth: A culture built on precision, performance, and ambitious career scaling