Customer Support Specialist

HiBob's team is growing, and they're looking for an enthusiastic Customer Support Specialist (Customer Experience Specialist) to be the first point of contact for customers, ensuring every interaction with HiBob 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. You'll collaborate with teams across Product, Engineering, Customer Success, and Professional Services to resolve issues effectively.

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, strong verbal and written communication skills

• Technical troubleshooting experience with 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

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, Community 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

Working Hours: Monday to Friday, 9am to 5pm AEST/AEDT. Hybrid work model — 2 days in Sydney office, rest from home.