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Our mission is to create a modern work experience that empowers organizations to be remarkable.
The Role
Provides first-line technical support for enterprise SaaS customers through email and Zoom. Troubleshoots and escalates complex issues, identifies product bugs, collaborates with engineering and customer success teams, develops help-center and internal knowledge content, supports AI chatbot training, and meets service KPIs while delivering a positive customer experience.
Summary Generated by Built In
About Us
HiBob is transforming how modern companies manage their people and operations, bringing HR, Finance, managers, and employees together in one AI-powered system designed for the realities of today’s world of work. From people management and engagement to workforce planning and business insights, Bob helps organizations operate more efficiently, make smarter decisions, and build stronger cultures at scale. Today, more than 5,000 companies worldwide choose HiBob to power their people operations.
HiBob is transforming how modern companies manage their people and operations, bringing HR, Finance, managers, and employees together in one AI-powered system designed for the realities of today’s world of work. From people management and engagement to workforce planning and business insights, Bob helps organizations operate more efficiently, make smarter decisions, and build stronger cultures at scale. Today, more than 5,000 companies worldwide choose HiBob to power their people operations.
Who you are
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 be diving deep to solve problems, guiding clients through technical solutions, and making sure 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!
What you will do
As a Customer Experience Specialist, you will be our customers' first line of support. You’ll work with team members closely in different product area groups, together with engineering teams, customer success teams, and professional service teams to troubleshoot and resolve technical issues, identify product bugs, and escalate complex cases. You will also provide education to customers, enabling them to leverage HiBob’s platform to its fullest potential.
Our goal is to provide a solution to any problem a customer might encounter while delivering a delightful customer experience to ensure every interaction with HiBob is positive and productive.
Job requirements
What you should have:
- 2-3 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 and Hebrew; 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
Job responsibilities
- Offer technical support and solutions via email and Zoom sessions
- Troubleshoot and investigate customer-reported issues and escalate when necessary
- Collaborate with internal teams resolve complex cases
- Develop and maintain knowledge content for both the Help Center 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
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 Total Reward offer including:
Financial & Equity Incentives 💰
- Equity Plan: Participation in the Company Share Options Plan
- Social Contributions and Keren Hishtalmut
- Employee Referral Program: $2,500 for each successful hire
- Wolt Benefit (meal card): ₪1,000 per month
- Private Health Insurance: Comprehensive premium medical coverage
- Sick Leave: Full payment from the first day of illness
- Wellness Benefits: Annual Headspace subscription and dedicated wellness programs
- Preventive Screening: Health screenings for employees aged 40+
- Paid Time Off: Competitive paid time off policy
- HiBaby: 3 weeks of additional fully paid bounding time for new parents
- Bob Balance Days: 4 additional company-wide "long weekend" days (one per quarter)
- Social Impact: 2 paid days per year for volunteering and social contribution
- Work from Anywhere: Temporary remote work option for up to 2 months (available after 6 months of tenure).
- Birthday Day Off: Enjoy a day off during your birthday month
- Hybrid Model: A flexible balance between office and home-based work
- Home Office Allowance: One-time stipend to ensure an ergonomic and productive home setup
- Transportation: Monthly travel allowance or parking arrangements
- Pet-Friendly: Dog-friendly office environment to support a stress-free workplace
- Social Events: Regular team-building and company-wide events, both local and global
- Professional Growth: A culture built on precision, performance, and ambitious career scaling
Skills Required
- 2-3 years of experience in customer-facing SaaS roles, such as customer support or technical support
- Experience with enterprise-level accounts and SaaS platforms
- Fluency in English and Hebrew
- Strong verbal and written communication skills
- Technical troubleshooting experience
- Familiarity with Zendesk, Asana, Slack, and Salesforce
- Ability to work in a fast-paced, dynamic environment and adapt quickly to change
- Previous experience in HR technology, API integrations, or enterprise support
- Familiarity with AI solutions, platforms, and tools
- Ability to provide technical support through email and Zoom
- Ability to collaborate with internal teams and escalate complex customer cases
- Ability to develop and maintain customer and internal knowledge content
HiBob Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is portrayed as robust, with multiple U.S. medical plan options that can include $0 employee premiums, plus dental, vision, HSAs/FSAs, and mental‑health resources. Employee‑only coverage is described as fully subsidized in some cases.
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Parental & Family Support — Parental leave is presented as competitive, offering 12 weeks of paid baby‑bonding leave in addition to applicable recovery or disability leave. A return‑to‑work program is also highlighted.
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Leave & Time Off Breadth — Time off includes a broad mix of 20 PTO days, quarterly “Bob Balance Days,” volunteering time, paid holidays, sick leave, and a birthday day off. Feedback suggests these extras enhance rest and flexibility beyond standard vacation.
HiBob Insights
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The Company
What We Do
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 4000 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 Huel, What3words, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Why Work 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.
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HiBob Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We love collaborating and connecting with our team members in person and we hope you do too. Our team spends 2-3 days per week in our NYC office.
Typical time on-site:
2 days a week
