Customer Support Specialist @ HiBob

Join to apply for the Customer Support Specialist @ HiBob role at Hatch . 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, and we’re looking for an enthusiastic Customer Support Specialist (Customer Experience Specialist) to be the first point of contact for our customers, ensuring every interaction with HiBob is positive. In this role, you will troubleshoot technical issues, identify product bugs, elevate 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. Our goal is to provide seamless solutions while delivering an exceptional customer experience. What You Should Have We're looking for someone dynamic and proactive, with excellent communication skills and a love for solving complex technical issues. If you're a motivated self-starter who enjoys helping customers and unraveling technical challenges, this role could be for you You’ll dive deep to solve problems, guiding clients through technical solutions, and ensuring they get the most out of HiBob. Job Requirements Requirements are 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. We Want To Hear From You If You Have 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 are a must Technical troubleshooting experience, familiarity 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 Working Hours Workdays: Monday to Friday, 9 am to 5 pm AEST/AEDT Hybrid work model: 2 days a week in the office, the rest from home; with flexibility for remote work. Job Responsibilities You will provide technical support, troubleshoot issues, collaborate with teams, contribute to AI training, and proactively enhance the customer experience while meeting KPIs. Offer technical support and solutions via email and Zoom sessions Troubleshoot and investigate customer-reported issues and raise escalation when necessary Collaborate with internal teams 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 a shared common goal Proactively anticipate and solve customer challenges, ensuring consistent high-quality service Benefits Company share options plan Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment) Work‑from‑home allowance to set up your home office Catered Thursday lunches and coffee 2 Social Impact days per year for volunteering Dog‑friendly office Fun company and team social events (locally and virtually with our global teams) Bob balance days – a company‑wide long weekend at the beginning of each quarter Additional day off each year for your birthday