Product Support Specialist
About The Position
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 3500 midsize and multinational companies. Our HR platform is intuitive, data-driven, and built for how people work today: globally, remotely, and collaboratively. 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. The Customer Experience team is growing! As a Product Support Specialist, you are the frontline expert helping customers successfully use our product. You’ll combine product knowledge, troubleshooting skills, and clear communication to resolve customer issues, guide users through workflows, and ensure a positive experience. You’ll work closely with cross-functional teams to escalate issues, share customer feedback, and continuously improve support processes.
Requirements
- Experience in a SaaS product support, CX, or technical support role
- Strong problem-solving and analytical skills
- Ability to explain technical concepts to non-technical users
- Excellent written and verbal communication skills
- Comfortable working with ticketing systems and support tools
- A customer-first mindset with attention to detail
- Experience supporting B2B SaaS products
- Experience working cross-functionally with Engineering or Product teams
Nice To Haves
- Knowledge of HRIS, workflows, or enterprise software (if applicable)
Responsibilities
- Provide timely, accurate support to customers via chat, email, and other channels
- Troubleshoot product issues, configuration questions, and integrations
- Investigate reported issues and determine root causes or appropriate next steps
- Clearly communicate solutions and expectations to customers
- Escalate complex or high-impact issues with clear context and documentation
- Collaborate with Product, Engineering, and Customer Success teams
- Contribute to internal documentation, FAQs, and knowledge bases
- Identify recurring issues and share insights to improve product stability and usability
Benefits
- Equity in a global, high-growth HR tech SaaS leader
- 401(k) with a 3% company match effective the month following your start date
- $2,500 employee referral bonus
- Medical, dental, and vision coverage from day one
- $1,920 annual wellness stipend to support your physical and mental wellbeing
- Annual Headspace membership and expanded wellness benefits
- Hybrid working model for Bobbers in the NY metro area
- Temporary work from anywhere for up to 2 months per year (after 6 months)
- Generous paid time off and company holidays to rest, recharge, and enjoy
- Bob Balance Days – 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
- Your birthday off — plus a special gift from us
- Home office allowance to set up your ideal workspace
- Two paid Social Impact days each year to give back to causes you care about
- Frequent team and company social events, both in-person and virtual
- Dog friendly office
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
