Customer Experience Specialist, HiBob
+ Pre-IPO equity
2+ days a week in office
Personal development platform for employees
Job no longer available
Personal development platform for employees
501-1000 employees
Job no longer available
+ Pre-IPO equity
2+ days a week in office
501-1000 employees
Company mission
HiBob's mission is to help the companies that are changing the world, change for the better themselves.
Role
Who you are
- 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 the job involves
- As a Customer Experience Specialist, you will be the front line of communication between our customers and the company
- Your role will be to ensure that every interaction a customer has with us is positive, whether they're reaching out with a question, issue, or feedback
- You’ll have the opportunity to work closely with our product, engineering, and sales teams to ensure that customers are getting the most out of our products and services
- Troubleshoot and investigate incoming issues through our internal ticketing system, escalating to relevant teams through established processes when required
- Identify product bugs and feature requests, escalating them to the appropriate teams through defined processes
- Educate customers by understanding their use cases and business needs, and demonstrate the value of Bob at every opportunity
- Manage personal and pod workload effectively
- Support your peers by sharing knowledge and experience, and assisting with various queries
- Continuously expand your technical expertise by engaging with knowledge content
- Collaborate with global team members, actively participate in meetings, provide constructive feedback, and suggest and drive improvements
- Drive case deflection by training the AI chatbot and identifying opportunities for automated ticket handling
- Focus on delivering a superior customer experience, not just support, by addressing customer business needs, sentiment, and providing a holistic approach
Salary benchmarks
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amount of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services is big and growing.
Hibob have attracted high profile customers like Monzo, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's recent acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist
Insights
Many candidates hear
back within 2 weeks
45% female employees
32% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2023
$150m
LATE VC
Aug 2022
$150m
SERIES D
Total funding: $565m
Company benefits
- Company share options plan
- We have a flexible hybrid working model
- Work from home allowance- to get your home office set up!
- 2 Social Impact days per year for volunteering
- Annual Headspace subscription and wellness benefits
- Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Company values
- Bring me, win as we - It's about every Bobber showing up as their authentic self, strengthening the connections in our village, and having an exponential impact
- Build the exceptional - Everyone contributes to building the exceptional at HiBob
- We do what we say - We align our actions with our words
- Trust and empower each other - We hire smart people who have the freedom to do their jobs in the best possible way
- Interact with transparency and openness - Information is a resource to be shared, not a resource to be guarded
- Grow through what we go through - With every challenge and experience we go through, we will learn, improve and remain resilient
Company HQ
Farringdon, London, UK
Articles
Leadership
Israel
(CTO)Ronni Zehavi
(CEO)People progressing
Joined as a Senior Customer Success Manager. Promoted to Head of Customer Success after 1 year.
In 2.5 years Albin has progressed rapidly from a BDR, through to AE, Senior AE and now Sales Manager for our Nordic region.
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