Customer Experience Support

Come and be you with usBeing 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 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.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 Support, your role will involve becoming an expert in HiBob's features and services, enabling you to provide in-depth technical support to our customers. You will serve as a vital link between HiBob and our customers, addressing their technical inquiries, resolving issues, and ensuring their overall satisfaction. Your responsibilities will include troubleshooting 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 play a crucial role in delivering exceptional customer experiences with HiBob's products and services.Provide technical solutions and assist customers with inquiries and issues related to Hibob products through various channels, including email, phone, and interactive Zoom meetingsConduct thorough troubleshooting and investigation of issues reported by customers, aiming for efficient problem resolutionEffectively 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 casesManage and balance customer requests of varying priorities across multiple queues and time zones, ensuring a great impression and experiencing timely responses and resolutionsIdentify opportunities to create and update Help Center and Community content to enhance support for both customers and internal teamsMeet 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 satisfactionHave a proactive approach to interactions with customers, anticipating potential problems and thinking of ways to beat their expectationsRequirements: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 3 years of professional experience in customer-facing roles related to SaaS (Software as a Service), such as customer support, technical support, and/or account managementFluent English and Hebrew written and verbal communication skills - a mustAbility to communicate complex concepts in a fluent, clear, and professional manner.Demonstrated ability to work in a dynamic fast-paced environmentWorkdays: Sunday to Thursday 9 am to 6 pmAdvantages:Experience in HR TechPrevious experience working with global teams and customersPrevious experience with Enterprise CustomersExperience using tools such as; Zendesk, Slack, & AsanaKnowledge of Compensation, Benefits, and Integrations in the HR spaceExperience working with APIs and integrationsBenefits:Join our villageHiBob 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 planWe have a flexible hybrid working modelWork from home allowance- to get your home office set up!Payment for sick leave from the first day2 Social Impact days per year for volunteeringAnnual Headspace subscription and wellness benefitsAwesome employee referral program- $2,500 for each successful referral with an additional ambassador programme10 bis or cibus/wolt- you get to pick!Transportation allowanceDog-friendlyTemporary 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 quarterIf this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!