CX Specialist AUS

About Us
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, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.
Our team is growing as our customer base is expanding fast. We are looking to hire an enthusiastic Customer Support Specialist to be the first line of support for customers using bob. Our goal is to delight our customers and provide an amazing experience to each and every customer during their interactions with HiBob. We are proud to say that we already have a world-class support function and we’re looking for a candidate who can provide a meaningful contribution and ensure its continued success.
Who are you?
We are looking for a motivated, energetic, and coachable individual with incredible communication skills, seeking an opportunity that can lead to a successful career at a high-growth startup.

• Are you a highly motivated self-starter, capable of using your initiative and creativity to achieve goals?
• Are you passionate about helping customers identify solutions to complex issues?
• Do you relish the challenge of finding out why something isn’t working and then diving deep to identify a root cause?
• Do you enjoy leading, presenting and solving complex technical solutions with clients?

If this sounds like you, being a HiBob Customer Experience Specialist might be the role for you!
What will you get to do?
As a Customer Experience Specialist, you will learn the inner workings of HiBob features enabling you to provide in-depth technical product support. You will act as a technical expert and liaison on a number of wide-ranging topics between HiBob and our customers, as well as providing this knowledge internally.Troubleshooting product and service issues, answering technical questions, and resolving any problems that our customer accounts might face.
Responsibilities:

• Provide technical solutions and guide customers with their queries and issues related to Hibob products through email and interactive Zoom meetings
• Complete thorough troubleshooting and investigation of issues raised by customers
• Effectively escalate complex cases where necessary, communicating with different teams and sites as needed, whilst maintaining the expectations of customers and ensuring that they are kept in the know with the stages of the case
• Balance customer requests of different priorities across multiple queues and time zones
• Identify and create Help Center content to better support customers and internal teams
• Proactively identify internal team processes that can be updated and help in initiating them
• Achieve weekly and monthly personal KPI’s and actively contribute to team KPI’s

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.
You'd be great for this role if you have

• At least 3 years of professional experience in a SaaS customer-facing roles (e.g customer support, technical support) - a must
• Excellent English written and verbal communication skills - a must
• Ability to communicate complex concepts in a fluent, clear and professional manner.
• Demonstrated ability to work in a high pace environment
• Availability for work Monday to Friday 9 am to 5 pm
• Previous experience working with API’s and integrations - advantage
• Previous experience working with global teams and customers - an advantage
• Previous experience with Premium Phone Support - an advantage
• Experience using tools such as; Zendesk, Slack, & Asana - an advantage
• Knowledge of Compensation/Benefits/Integrations in the HR space - an advantage.

Why work with us
At HiBob we are committed to creating an excellent employee experience. Our employees, culture, and additional benefits all make bob a great place to work, come join us! We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a beautiful office located in

• Company share options plan
• Pension scheme from day 1
• Hybrid working model (Sydney based bobbers)
• Work from home allowance - to get your home office set up!
• We love birthdays - take the day off and receive a special gift
• 2 Social Impact days per year for volunteering
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Annual Headspace subscription and wellness benefits
• 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

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