Customer Experience Specialist

Job Description
Come and be yourself with us!
Being a Bobber means bringing your whole self to work-whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.
About Us:
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including names like Fulham FC, Airtasker, Go Cardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."
About You:
You're someone who loves connecting with people and solving problems. You're proactive, curious, and thrive in a fast-paced environment where no two days are the same. You have a knack for breaking down complex technical issues and guiding others with patience and clarity. If you thrive on ownership, problem solving, and creating real impact for customers, we'd love to meet you!
In this role, you'll be the friendly face (and voice!) helping our customers get the very best out of HiBob. You'll dive deep into challenges, find smart solutions, and make sure every interaction leaves our clients feeling supported and confident.
Job Requirements
What You'll Bring

• Experience in customer-facing SaaS roles (such as customer or technical support).
• Strong technical troubleshooting skills and familiarity with tools like Zendesk, Asana, Slack, and Salesforce.
• Experience supporting enterprise-level accounts - bonus points if you've worked with HR Tech platforms!
• Fluency in English (written and spoken), any additional languages are a plus.
• Comfort working in a dynamic, ever-evolving environment where priorities can shift quickly.
• An interest in or familiarity with AI platforms and tools.
• You're someone who values continuous learning and personal growth - always eager to expand your skills, explore new tools, and share knowledge with your teammates.
• Flexibility to work on 50% of Portuguese public holidays, due to business needs.

Job Responsibilities
What You'll Be Doing

• Offer exceptional support to our customers through email and Zoom - helping them troubleshoot issues and get the most out of HiBob.
• Investigate and resolve customer-reported technical challenges, escalating complex cases when needed.
• Partner closely with internal teams to deliver quick, effective solutions.
• Create and maintain helpful content for our Help Center and internal knowledge base.
• Play a part in training our AI chatbot and improving automated support experiences.
• Meet key performance goals while collaborating with global teams to achieve shared success.
• Stay one step ahead by anticipating customer needs and finding proactive ways to make their experience even better.

Benefits
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
• 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*
BELONGING AT HIBOB
Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.
We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [email protected] or speak to the recruiter when they arrange a call with you.
We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.