Customer Experience Specialist APJ

Job Description

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, and we're looking for an enthusiastic 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, escalate 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. If this sounds like you, we'd love for you to join us as a HiBob Customer Experience Specialist

Job Requirements

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.

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, with familiarity using 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 escalate when necessary
• Collaborate with internal teams to resolve complex cases
• Develop and maintain knowledge content for both 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

Job Benefits

HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• 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 get your home office set up
• Catered Thursday lunches and coffee
• 2 Social Impact days per year for volunteering
• Awesome employee referral program:$2,500 for each successful referral with an additional ambassador program
• Dog-friendly
• Fun company and team social events (locally and virtually with our global teams)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• Additional day off each year for your Birthday