Customer Experience Specialist, APJ @ HiBob

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 sessionsRun thorough troubleshooting and investigation on the issues customers raiseEscalate complex cases to the right teams and sites, keeping customers updated at every stage so they always know where things standBalance requests of different priorities across multiple queues and time zonesSpot and create Help Center content that supports both customers and your colleaguesNotice internal processes worth improving, and help get those changes movingHit 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 wayComfort working at pace and balancing competing priorities with a calm headAvailability Monday to Friday, 9am to 6pm
Lovely to have
Experience working with global teams and customers, and a comfortable async working styleExperience with premium phone supportFamiliarity with tools like Zendesk, Slack, and AsanaExperience in a CSM, customer onboarding, or account management roleFamiliarity with the HR space, ideally including HRIS, compensation, benefits, or integrationsAn 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 options20 days annual leave plus an extra day for your birthdayQuarterly balance days to fully switch offWork-from-home setup allowanceWeekly in-office lunchesHeadspace access for your mental wellbeingPaid baby bonding leave for new parentsWork From Anywhere for up to two months a year
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
📞 Guiding customers🔍 Troubleshooting issues⚠️ Escalating complex cases
Key Strengths
🤝 Customer support experience🗣️ Clear communication skills⏳ Time management🌍 Global teamwork experience🛠️ Familiarity with support tools🤖 AI-forward mindset
Why HiBob is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.
A Final Note: This is a role with HiBob not with Hatch.