Customer Support Specialist

HiBob is looking for an enthusiastic Customer Support Specialist to be the first point of contact for customers, ensuring every interaction is positive. In this role, you will troubleshoot technical issues, identify product bugs, escalate complex cases, and educate customers to maximise their use of HiBob's platform.

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 (Product, Engineering, Customer Success, Professional Services) to resolve complex cases

• Develop and maintain knowledge content for the Help Center, Community, and internal teams

• Contribute to AI chatbot training and automated ticket deflection

• Meet KPIs and work with global teams to reach shared goals

• Proactively anticipate and solve customer challenges, ensuring consistent high-quality service

Requirements

• Minimum 3 years of experience in customer-facing SaaS roles (e.g., customer support, technical support)

• Experience with enterprise-level accounts and SaaS platforms is highly preferred

• Fluency in English with strong verbal and written communication skills

• 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

Working Hours

Monday to Friday, 9am–5pm AEST/AEDT. Hybrid: 2 days in office, rest from home.