Customer Experience Specialist

**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 1500 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, Gong, 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.

Our team is growing as our global customer base is expanding fast. We are looking to hire an enthusiastic Customer Experience Specialist to be the first line of support for customers using Hibob.

Our vision is to provide a world-class, efficient customer experience with a human touch. We care deeply about our mission and team values; we adapt, we own, we empower, we collaborate, we care. These values are at the centre of how we strategize and how we conduct ourselves, internally and externally.

**_ The position hours for this role are 12-9pm Monday - Friday _**

**What will you do?**
- Are you passionate about helping customers identify solutions to complex issues? Do you relish the challenge of finding out why something isn’t working and then diving deep to identify a root cause? Do you enjoy leading and presenting complex technical solutions to clients? Do you thrive off maintaining SLAs and smashing KPIs? Do you enjoy working with clients from different corners of the world?
- We are looking for a motivated, energetic and coachable individual who embodies our values and feels connected to our vision.
- We are also looking for someone who is experienced and passionate about Customer Experience seeking an opportunity to grow and contribute to our Customer Experience team as a whole.
- We need a highly motivated self-starter, capable of using their initiative and creativity to achieve goals.
- We expect the Customer Experience Specialist to have a sense of urgency in providing thorough investigative details in their escalation communications with RnD.

**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.
- Respond to customer queries in a timely and accurate way via our support chat system
- Maintain SLAs and KPIs while providing top quality service
- Document knowledge in our internal knowledge base
- Identify customer needs and help customers get the most out of the bob platform
- Analyse, troubleshoot and report product bugs and missing functionalities to the RnD and Product teams respectively
- Take every opportunity to teach our customers and share the value of bob
- Become a product expert and remain up to date on new and updated features on bob
- Proactively identify patterns and continually look for ways to improve the way the Customer Experience team works

**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:

- Competitive compensation
- 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 - 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

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

**BELONGING AT HIBOB**

Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a