Job Description About 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. Come and be you 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. What will you do? 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. We love collaborating and connecting with our team members in-person, and we hope you will too!** 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. Job Requirements 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. We want to hear from you if you have: - 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) Benefits 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. With a vibrant NYC office and remote teammates across the country, we've created an environment where people can be themselves, grow quickly, and make a real impact. 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

Role Description Remote World is hiring a Customer Support Specialist to be the friendly, helpful voice of a UK-based business. You'll work fully remotely from South Africa, supporting customers via email, chat, and phone during UK business hours. This role suits someone who genuinely enjoys helping people, stays calm under pressure, and takes ownership of problems until they're resolved. - Respond to customer queries via email, live chat, and phone promptly and professionally - Investigate and resolve complaints, escalating where necessary - Maintain accurate records of interactions in the support system - Identify recurring issues and flag them to the team for process improvement - Contribute to help centre content and FAQs Qualifications - 1+ year in a customer support or client-facing role - Excellent written and verbal English - Patience, empathy, and the ability to de-escalate difficult conversations - Familiarity with support tools such as Zendesk, Freshdesk, or Intercom - Stable internet connection and quiet home working environment Benefits - Salary: R14,000 per month - Full-time, permanent remote position - Working hours: 09:00–17:00 UK time (11:00–19:00 SAST) - Equipment provided - 20 days paid annual leave Company Description We're committed to building inclusive teams. If you love helping people and want a stable remote career, we'd love to meet you.

• Handle email inquiries as the core of the role, triage the inbox, prioritize, and resolve member tickets with clear, accurate, friendly replies. • Support members across channels, email, live chat, and occasional phone, on bookings, cancellations, modifications, membership, and billing questions. • Guide members through the platform and resolve issues at first contact wherever possible. • Verify identity and handle account details securely, following member verification and data-handling procedures. • Coordinate with operations and suppliers to resolve at-property or booking issues, and escalate the right cases at the right time. • Keep canned responses and help content sharp so common questions get fast, consistent answers. • Spot patterns in recurring issues and flag them to the operations team so we fix root causes, not just tickets.

• Deliver Exceptional Customer Support • Serve as the first line of contact and provide timely email support to customers with a focus on enhancing the customer experience and guiding customers through complex issues. • Provide clients with specialized support through complex issues in the form of screen shares and working sessions with clarity and professionalism. • Resolve and Troubleshoot Technical Issues • Research, diagnose, and resolve a wide range of customer-reported problems, escalating when needed. • Assess issue severity and collaborate with internal teams to prioritize and implement solutions. • Collaborate Across Teams • Partner with various teams, including but not limited to Product, Engineering, and Customer Success teams, to resolve issues and improve processes. • Share actionable feedback with stakeholders to enhance platform functionality and customer satisfaction. • Contribute to Continuous Improvement • Identify recurring issues, trends, and opportunities for service and product improvements.