Customer Experience Specialist, APJ

Customer Experience Specialist, APJ

HiBob is a modern People Platform. We're a fast-scaling tech business with a global customer base, and a Customer Experience team that customers lean on whenever they need a hand getting the most from the product. APJ is a growing part of that story, and we're looking for the right people to grow it with us.

Our customers count on clear, expert answers the moment they need a hand with HiBob. As a Customer Experience Specialist, you'll be the person who makes that happen. You'll get to know the inner workings of HiBob's features inside out, act as the technical go-to between our customers and our internal teams, and help people get unstuck quickly.

From troubleshooting product questions to resolving the issues that land in your queue, you'll keep customers in the know and confident that they're in good hands. You'll do your best work alongside a close team that takes real ownership of outcomes and backs each other to get there.

What you'll do
Guide customers through their questions and product issues over email, phone, and interactive Zoom sessions
Run thorough troubleshooting and investigation on the issues customers raise
Escalate complex cases to the right teams and sites, keeping customers updated at every stage so they always know where things stand
Balance requests of different priorities across multiple queues and time zones
Spot and create Help Center content that supports both customers and your colleagues
Notice internal processes worth improving, and help get those changes moving
Hit your weekly and monthly KPIs while contributing to the team's shared goals

What you'll bring
At least 3 years in a customer-facing SaaS role (think customer support or technical support)
A knack for explaining complex ideas in a clear, fluent, professional way
Comfort working at pace and balancing competing priorities with a calm head
Availability Monday to Friday, 9am to 6pm
Lovely to have
Experience working with global teams and customers, and a comfortable async working style
Experience with premium phone support
Familiarity with tools like Zendesk, Slack, and Asana
Experience in a CSM, customer onboarding, or account management role
Familiarity with the HR space, ideally including HRIS, compensation, benefits, or integrations
An AI-forward mindset, and comfort using AI tools to work smarter
Requirements can be a useful guide, but they're rarely the whole story. If you don't have every skill or all the experience listed here, we'd still love to hear from you. This could be the right fit for both of us.

Life at HiBob
We take care of our people. Here's what that looks like:
Pre-IPO equity options
20 days annual leave plus an extra day for your birthday
Quarterly balance days to fully switch off
Work-from-home setup allowance
Weekly in-office lunches
Headspace access for your mental wellbeing
Paid baby bonding leave for new parents
Work From Anywhere for up to two months a year