Customer Experience Specialist

As a Customer Experience Specialist, you will be the front line of communication between our customers and the company. Your role will be to ensure that every interaction a customer has with us is positive, whether they're reaching out with a question, issue, or feedback. You'll have the opportunity to work closely with our product, engineering, and sales teams to ensure that customers are getting the most out of our products and services.

• Troubleshoot and investigate incoming issues through our internal ticketing system, escalating to relevant teams through established processes when required.


• Identify product bugs and feature requests, escalating them to the appropriate teams through defined processes.


• Educate customers by understanding their use cases and business needs, and demonstrate the value of Bob at every opportunity.


• Manage personal and pod workload effectively.


• Support your peers by sharing knowledge and experience, and assisting with various queries.


• Continuously expand your technical expertise by engaging with knowledge content.


• Collaborate with global team members, actively participate in meetings, provide constructive feedback, and suggest and drive improvements.


• Drive case deflection by training the AI chatbot and identifying opportunities for automated ticket handling.


• Focus on delivering a superior customer experience, not just support, by addressing customer business needs, sentiment, and providing a holistic approach.
  
  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.


• Experience in customer support or service is preferred but not required.


• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders.


• Experience with SaaS platforms and technical troubleshooting, with a demonstrated ability to diagnose and resolve customer issues effectively would be advantageous.


• Experience with customer support software and tools (e.g., Zendesk, Asana) preferred.


• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.


• Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and business needs.


• Ability to work effectively within a team and embrace feedback with a growth mindset.
  
  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, silly, bold, kind, honest, brilliant, shy, or anything in between, we're waiting with open arms. Come join us.

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 - every employee can eventually become a shareHolder


• Cash allowance for health insurance


• Annual vision allowance


• Perkbox membership


• Annual Headspace subscription and wellness benefits


• Travel support (cycle scheme and season ticket loans)


• Hybrid working from day 1


• Work from home allowance - to get your home office set up!


• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)


• Bob Balance days - we have an additional 3 company-wide days off per year, taking place in April, July & October


• 2 Social Impact days per year for volunteering


• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme


• Pension scheme auto-enrolment from day 1


• Fun company and team social events (locally and virtually with our global teams)


• We love birthdays - take the day off and receive a special gift


If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!