Product Support Specialist

Product Support Specialist US 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. Our 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. 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 Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2-3 days a week. Base salaries for this role range from $62,000 - $75,000 per year. As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission. When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors. Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren't the only factor. If you don't have nearly enough experience, or not all the skills, we'd still like to hear from you. This could be the perfect fit for you and us. 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 Must Have: Experience supporting B2B SaaS products Experience working cross-functionally with Engineering or Product teams Nice to Have: Knowledge of HRIS, workflows, or enterprise software (if applicable) At HiBob, our people are at the heart of everything we do. We're building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. Joining HiBob means working alongside exceptional people while being supported with competitive compensation, comprehensive benefits, and pre-IPO equity, including the perks below. Ownership & Financial: 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 Health & Wellbeing: 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 Workplace Flexibility: Hybrid working model for Bobbers in the NY metro area Temporary work from anywhere for up to 2 months per year (after 6 months) Work-Life Balance: 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 Work From Home: Home office allowance to set up your ideal workspace Community & Culture: 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