Customer Experience Specialist

1 month ago

London, United Kingdom Hibob Full time

**About Us**

HiBob 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 3000 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, 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.

**Who are you?**

We are looking for an energetic, and coachable individual with incredible communication skills, seeking an opportunity that can lead to a successful customer-facing 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?

**What will you do?**

The Premium CX Specialist is the assigned point of contact for premium 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.

**Responsibilities**:

- Being Main Point of Contact to assigned accounts, support their queries in a timely and accurate way via our support system
- Proactively monitor customer environment (notify about bugs, potential issues, new features) and ongoing tickets, and escalate accordingly
- Provide top quality service while maintaining global and personal KPIs
- Build and maintaining customer passport (Seasonality events, etc)
- Understand specific customer needs and help customers get the most out of the Bob platform
- Troubleshoot and investigate incoming issues, escalate to relevant teams accurately if required
- Identify product bugs and feature requests and escalate to relevant teams accurately if required
- Take every opportunity to teach our customers and share the value of Bob by understanding their use cases and business needs
- Take ownership in maintaining personal workload (open/pending tickets, calls with customers)
- Support customers via incoming and scheduled calls
- Partner with the CSM on the customer journey (events, milestones, QBRs, etc)
- Achieve weekly and monthly personal KPI’s and actively contribute to team KPI’s

**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.

**Requirements**:

- At least 3 years of professional experience in a SaaS customer-facing roles (e.g customer support, technical support) - a must
- Excellent English written and verbal communication skills - a must
- Ability to communicate complex concepts in a fluent, clear and professional manner.
- Demonstrated ability to work in a high pace environment
- Availability for work Monday to Friday 9 am to 6 pm
- Previous experience working with global teams and customers - an advantage
- Previous experience with Premium Phone Support - an advantage
- Experience using tools such as; Zendesk, Slack, & Asana - an advantage
- Knowledge of Compensation/Benefits/Integrations in the HR space - an advantage.

**Join our village**

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 - every employee can eventually become a shareHolder
- Cash allowance

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