Customer Experience Specialist

2 days ago

London, Greater London, United Kingdom Hibob Full time

About Hibob

Hibob is a cutting-edge HR platform designed to help modern, mid-size businesses streamline their HR operations and connect with their employees on a deeper level.

Our platform is built to cater to the needs of fast-growing companies, providing them with the tools and resources they need to create a positive work experience for their employees.

Job Summary

We are seeking a highly skilled Customer Experience Specialist to join our team. As a Customer Experience Specialist, you will be the primary point of contact for our customers, ensuring that every interaction they have with us is positive and productive.

Key Responsibilities

  • Troubleshoot and investigate incoming issues through our internal ticketing system, escalating to relevant teams when necessary.
  • Identify product bugs and feature requests, escalating them to the appropriate teams through established processes.
  • Provide exceptional customer support by understanding customer use cases and business needs, and demonstrating the value of Hibob at every opportunity.
  • Manage personal and team workload effectively, prioritizing tasks and meeting deadlines.
  • Support colleagues by sharing knowledge and experience, and assisting with various queries.
  • Continuously expand technical expertise by engaging with knowledge content and staying up-to-date with industry trends.
  • Collaborate with global team members, actively participating in meetings, providing constructive feedback, and suggesting improvements.
  • Drive case deflection by training the AI chatbot and identifying opportunities for automated ticket handling.
  • Foster a superior customer experience by addressing customer business needs, sentiment, and providing a holistic approach.

Requirements

We are looking for a highly skilled and motivated individual who possesses the following qualities:

  • Experience in customer support or service is preferred but not required.
  • Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders.
  • Experience with SaaS platforms and technical troubleshooting, with a demonstrated ability to diagnose and resolve customer issues effectively would be advantageous.
  • Experience with customer support software and tools (e.g., Zendesk, Asana) preferred.
  • Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
  • Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and business needs.
  • Ability to work effectively within a team and embrace feedback with a growth mindset.

What We Offer

Hibob offers a comprehensive benefits package, including:

  • Competitive compensation and benefits.
  • Pre-IPO equity.
  • Company share options plan.
  • 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.
  • Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
  • Bob Balance days - 3 company-wide days off per year.
  • 2 Social Impact days per year for volunteering.
  • Awesome employee referral program.
  • Pension scheme auto-enrolment from day 1.
  • Fun company and team social events.
  • Birthday celebrations.

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