About UsHiBob 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 experienced Customer Support Specialist to be the first line of support for our most important customers. 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.About You We are looking for an 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!Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2-3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!What will you do?The Premium CX Specialist is the assigned point of contact for premium Enterprise Level accounts, providing timely and accurate responses via our support system. You will proactively monitor customer environments, notify about bugs, issues, and new features. You will maintain high service standards, understand specific customer needs, troubleshoot, escalate issues, and identify product bugs. The role includes engaging with customers through calls, educating them about Bob's value, and collaborating with Customer Success Managers on events and milestones. Premium specialists also maintain personal workloads, ensuring seamless support and enhancing the customer journey.Act as the Main Point of Contact to assigned accounts, support their queries in a timely and accurate way via our support systemProactively monitor customer environment (notify about bugs, potential issues, new features) and ongoing ticketsEffectively 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 about the stages of the caseBalance customer requests of different priorities across multiple queues and time zonesIdentify and create Help Center content to better support customers and internal teamsPartner with the CSM on the customer journey (events, milestones, QBRs, etc)Proactively identify internal team processes that can be updated and help in initiating themAchieve weekly and monthly personal KPI’s and actively contribute to team KPI’sBase salaries for this role range from $65,000 - $75,000 per year.When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates’ depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.