Customer Experience Specialist

London | Customer Success | Full-time

Job Description

About Us

Hibob was founded to modernise HR tech. Hibob's intuitive and data-driven platform, bob, was built for the way people work today: globally, remotely, and collaboratively.

Since its launch in late 2015, bob has achieved consecutive triple-digit year-over-year growth, and become the HRIS of choice for more than 1,500 modern, midsize and multinational companies who understand that a powerful, agile HR tech suite is mission-critical and a key driver of organizational success. Fast-growing companies across the globe such as Monzo, Happy Socks, Gong, Fiverr, and VaynerMedia rely upon bob to help HR and managers connect, engage, develop, and retain top talent.

● Disruptive SaaS Organisation 

● Series C funded $274 M 

● Offices in New York, London, Tel-Aviv, Amsterdam and Australia

Why Customer Experience?

Our team is growing as our global customer base is expanding fast. We are looking to hire an enthusiastic Customer Experience Specialist to be the first line of support for customers using 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. 

 Our vision is to provide a world-class, efficient customer experience with a human touch. We care deeply about our mission and team values; we adapt, we own, we empower, we collaborate, we care. These values are at the center of how we strategize and how we conduct ourselves, internally and externally. 

What are we looking for?

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 and presenting complex technical solutions to clients? Do you thrive off maintaining SLAs and smashing KPIs? Do you enjoy working with clients from different corners of the world?  

We are looking for a motivated, energetic and coachable individual who embodies our values and feels connected to our vision. 

We are also looking for someone who is experienced and passionate about Customer Experience seeking an opportunity to grow and contribute to our Customer Experience team as a whole.  

We need a highly motivated self-starter, capable of using their initiative and creativity to achieve goals. 

We expect the Customer Experience Specialist to have a sense of urgency in providing thorough investigative details in their escalation communications with RnD. 

Responsibilities

  • Respond to customer queries in a timely and accurate way via our support chat system
  • Maintain SLAs and KPIs while providing top quality service
  • Document knowledge in our internal knowledge base  
  • Identify customer needs and help customers get the most out of the bob platform
  • Analyze, troubleshoot and report product bugs and missing functionalities to the RnD and Product teams respectively
  • Take every opportunity to teach our customers and share the value of bob
  • Become a product expert and remain up to date on new and updated features on bob
  • Proactively identify patterns and continually look for ways to improve the way the Customer Experience team works

Requirements

Requirements  

  • Past experience working at a B2B company - must
  • Experience in a SaaS customer support team - must
  • Experience using help desk software and remote support tools
  • Experience/familiarity of the following: HTML/CSS, SQL, APIs - advantage
  • Experience using tools such as; Intercom, Slack, Salesforce, Asana, Zendesk - advantage
  • Ability to have a flexible working pattern at times
  • Must have clear, effective written and verbal communication skills
  • Desire to work in a fast-paced ever-changing start-up environment
  • Strong work ethic and the ability to learn quickly and adapt to changes
  • Multi-tasking abilities
  • Patience when handling tough cases
  • BA/BS degree or relevant diploma

***Our employees work hybrid

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 Farringdon, London.

  • 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)
  • 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


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