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.
Our team is growing, and we're looking for an enthusiastic Customer Experience Specialist to be the first point of contact for our customers. You'll help ensure every interaction with HiBob is a positive one, contributing to our world-class support team and making a real impact on our customer experience.
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 Monzo, Happy Socks, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."
Who are you?
We're looking for someone dynamic and proactive, with excellent communication skills and a love for solving complex technical issues. If you're a motivated self-starter who enjoys helping customers and unraveling technical challenges, this role could be for you! You'll dive deep to solve problems, guiding clients through technical solutions, and ensuring they get the most out of HiBob. If this sounds like you, we'd love for you to join us as a HiBob Customer Experience Specialist!
Job Overview:
As a Customer Experience Specialist, you will be our customers' first line of support. You'll work with team members closely in different product area groups, together with engineering teams, customer success teams, and professional service teams to troubleshoot and resolve technical issues, identify product bugs, and escalate complex cases. You will also provide education to customers, enabling them to leverage HiBob's platform to its fullest potential.
Our goal is to provide a solution to any problem a customer might encounter while delivering a delightful customer experience to ensure every interaction with HiBob is positive and productive.
Job Requirements

• Minimum 3 years of experience in customer-facing SaaS roles (e.g., customer support, technical support).
• Experience with SaaS platforms is required.
• Experience with enterprise-level accounts is highly preferred.
• Fluency in English and Hebrew; 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

Job Responsibilities

• Offer technical support and solutions via email and Zoom sessions
• Troubleshoot and investigate customer-reported issues and escalate when necessary
• Collaborate with internal teams to resolve complex cases
• Develop and maintain knowledge content for both the Help Center, Communit, and internal teams.
• Contribute to AI chatbot training and automated ticket deflection
• Meet KPIs and work with global teams to reach a shared common goal
• Proactively anticipate and solve customer challenges, ensuring consistent high-quality service

Benefits
Working Hours:

• Workdays: Sunday to Thursday, 9am to 6pm (Israel-based)
• Hybrid work model: 2-3 days a week in the office, the rest from home; with flexibility for remote work, including the option for temporary remote work from anywhere for up to 2 months after 6 months of employment.

Benefits:

• Company share options plan
• We have a flexible hybrid working model
• Work from home allowance - to get your home office set up!
• Payment for sick leave from the first day
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador program
• 10bis or Cibus/wolt- you get to pick!
• Transportation allowance
• Dog-friendly
• 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!
• Additional day off each year for your Birthday!

Why HiBob?
HiBob fosters an inclusive environment that celebrates individuality. We value creativity, ambition, and the desire to learn. If you want to work at a high-growth startup with a culture that promotes fun and collaboration, we'd love to have you on our team.