Customer Experience Queue Coordinator

3 meses atrás

Lisboa, Portugal Hibob Tempo inteiro

**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 3,000 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, 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.

The Customer Experience (CX) team thrives to provide exceptional customer support. With CX sites in the US, the UK, Israel, Portugal and Australia, HiBob provides Business Hours Support based on customer location.

The Customer Experience Team is looking for a new key function to ensure that customers receive the right level of support based on our SLAs and ticket priorities.

This position is based in Portugal and will require some flexibility on working hours (Mon-Weds 12pm to 9pm, Thurs & Fri 9am-6pm) to assist with the UK-PT-US shift hours. The role and responsibilities of the Queue Coordinator include:

- Constant monitoring of the Support Queue load
- Assisting in handling of VIP requests and phone calls
- Assisting and handling Foundations Pod tickets
- Triage, routing & prioritization of incoming tickets to the right Support Team (Pod)
- Immediate attention to criticals cases by assigning them manually, bypassing automated processes
- Live monitoring of the different Support Teams’ load and proactive escalation to Team Lead/Squad Lead when needed
- Maintaining and improving the Shift Handover with must know information received from the previous shift (Europe) passing it on to the next shift (US)
- Monitor different channels for critical updates and ensure that they are understood and shared with relevant CX team members
- Help in the elaboration of needed dashboards for full visibility and monitoring of the queue
- Providing recommendations and assisting in improving our customer ticketing system (Zendesk)
- Collaborate with peers in global teams to coordinate the global queue and ensure efficiency and smooth handover between the teams/shifts

**Requirements**:

- Previous experience working with Zendesk (an advantage)
- Proficient English: spoken and written
- Any additional language is an advantage
- Data savvy - using dashboards to learn and proactively alert on load trends
- Previous experience in high pace environments requiring high level of attention to detail
- Capacity to multitask and prioritise
- Great communication skills - handling customer escalations over the phone
- Customer-centric approach: going above and beyond to make sure customers in pain are receiving the right level of service, discussing with team members and escalating to Team Leads/ Director when needed

**Join our Village**

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
- Health Insurance for you and your kids
- Prepaid meal card per day for the first 12 months
- We have a flexible hybrid working model
- Work from home allowance
- to get your home office set up
- 2 Social Impact days per year for volunteering
- Awesome employee referral program
- $2,500 for each successful referral with an additional ambassador programme
- 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 - 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

**Learn about **HiBob's hybrid working model

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