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Customer Experience Specialist

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HiBob

Sep 16

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • New York

AI generated summary

  • You should have 3+ years in customer-facing SaaS roles, enterprise account experience, strong English communication skills, technical troubleshooting expertise, and familiarity with HR Tech and AI tools.
  • You will provide technical support, troubleshoot issues, guide customers via email and Zoom, escalate complex cases, create help content, and optimize team processes while meeting KPIs.

Requirements

  • Minimum 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; 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.

Responsibilities

  • 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

FAQs

What is the role of a Customer Experience Specialist at HiBob?

The Customer Experience Specialist acts as the first line of support for customers, providing technical solutions, troubleshooting product issues, and ensuring a positive experience through direct communication via email, phone, and Zoom meetings.

What qualifications are required for this position?

Candidates should have a minimum of 3 years of experience in customer-facing SaaS roles, experience with enterprise-level accounts and SaaS platforms, and strong technical troubleshooting skills. Fluency in English and familiarity with tools like Zendesk and Salesforce is also required.

What type of work environment does HiBob offer?

HiBob offers a hybrid work model, allowing employees to work in the NYC office 2-3 days a week while allowing flexibility for remote work the rest of the time.

What are the working hours for this position?

The working hours are Monday to Friday, from 9 am to 6 pm.

What is the salary range for the Customer Experience Specialist role?

The base salary for this role ranges from $65,000 to $75,000 per year, depending on the candidate's experience and qualifications.

Are there any specific tools or platforms experience that is preferred for applicants?

Yes, previous experience in HR Tech, API integrations, and familiarity with AI solutions, platforms, and tools is advantageous for applicants.

What types of benefits does HiBob offer to its employees?

HiBob provides benefits such as 100% subsidized medical, dental, and vision coverage, a 401(k) with a 3% company match, stock options, a work-from-home allowance, wellness benefits, and additional paid days off.

Is there opportunity for career growth within this role?

Yes, the position is designed for energetic and coachable individuals seeking to develop a successful career in a high-growth startup environment.

What is meant by "Bob balance days"?

Bob balance days are four additional company-wide days off within a calendar year, allowing employees to enjoy long weekends at the beginning of each quarter.

Are there social events for employees?

Yes, HiBob hosts fun and frequent social events, both in-person and virtual, to foster team connection and collaboration.

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HiBob

HR tech that drives company culture and employee engagement

Technology
Industry
501-1000
Employees
2015
Founded Year

Mission & Purpose

HiBob is on a mission to transform how organizations operate in the modern world of work with its HR platform, "Bob". Leading the way for the future workplace, Bob offers resilient, agile technology that wraps all the complexities of HR processes into a game-changing, user-friendly tool that touches every employee across the business. Since late 2015, trusted and empowered "Bobbers" from around the world have brought their authentic selves to work, inspired to build our exceptional HR systems that will revolutionize the work experience for HR professionals, managers, and employees alike. Agile and adaptable, HiBob innovates through continuous learning loops to produce seismic cultural shifts for companies with dynamic, distributed workforces. Organizations using Bob are able to accelerate hiring, retain the best talent, and elevate employee engagement.