• Lead customers through onboarding and implementation, from early discovery through to launch. • Build on early discovery carried out with our solution specialists, capturing functional requirements and existing processes, so customers experience a seamless transition into onboarding • Configure systems to support customer needs, working calmly through complexity where required. • Support customers through change, recognising that new systems and processes can feel daunting. • Design and maintain clear, practical learning and implementation resources (guides, walkthroughs, solution definitions, SOPs). • Turn recurring customer questions and challenges into reusable documentation, learning collateral and system improvements. • Reduce reliance on live granular training by enabling customers to self-serve confidently, freeing up more time to focus on more complex areas of the implementation. • Continuously improve onboarding materials based on customer feedback, usage patterns, and evolving product capabilities. • Deliver tailored training sessions where they add the most value, focusing on outcomes, not just features. • Provide thoughtful support during critical moments, using good judgment to resolve, escalate, or enable as appropriate. • Work alongside the wider Customer Success Team to triage and respond to support requests, always aiming to empower customers rather than create dependency. • Work closely with internal teams, including business analysis, engineering and product, to surface trends, risks, and opportunities for improvement. • Translate customer experience into clear insights that help improve our products, processes, and learning materials. • Contribute to a calm, collaborative team culture that values ownership, clarity, and continuous improvement.

• Oversees the implementation of multiple and concurrent small to medium projects to customers across verticals (K12, Corporate and Higher Education) • Takes the lead in determining client requirements and translating them into operational plans • Takes the lead in determining client’s technical readiness and plan software installation and configuration • Propose, design, develop and deploy standard products as well as custom technical solutions • Design, configure, deploy and test integration solutions between enterprise systems such as the D2L suite of products and Student Information Systems and Human Resources Systems • Keep up to date with new technology trends to help facilitate client learning solutions • Maintain familiarity with D2L Web Services APIs to help clients develop custom integrations • Develops and manages project schedules and budgets and obtains appropriate client and D2L approvals/signoffs • Plans, schedules, monitors, and reports on activities related to the project; including financial health and status of the project; all risks, issues, changes; deliverables; etc. • Undertakes regular status review meetings among members of the project team and clients • Prepares and/or presents project status reports to various levels within management and the client • Develops project control and reporting procedures and manages changes in operational plan, including adherence to legally binding requirements and best practices • Identifies and assesses risks, severity and impacts by applying company procedures and methodology • Determines and implements risk mitigation strategies, communicates risk to client and internal to D2L as appropriate. • Effectively interacts with internal and external stakeholders to achieve cooperation through the creation of communication plans • Manages client's expectations; understands client's point of view & needs while keeping D2L's interests in mind • Promotes a Win/Win attitude with the client; follows up and follows through on commitments responsibly • Works with their leader and project teams on post-project reviews/lessons learned • Leverage AI project management tools to enhance scheduling accuracy, forecast project trends, identify potential risks, and streamline documentation. • Continuously explore AI-assisted innovations that enhance productivity, reduce manual effort, and support data-driven decision making across the project lifecycle.

Role Description The role is based in Melbourne, Australia, and the company works remotely. This role exists to ensure customers are onboarded smoothly and confidently using the risr/ platform for high-stakes assessments. - Guide customers through onboarding and implementation of assessment solutions. - Work closely with customers to understand their goals and processes. - Support customers through change and configure the platform to meet their needs. - Create clear, solution-focused documentation and learning resources. What you’ll be doing - Customer onboarding & implementation: - Lead customers through onboarding from early discovery to launch. - Capture functional requirements and existing processes for seamless transitions. - Configure systems to support customer needs. - Support customers through change. - Learning, enablement & documentation: - Design and maintain practical learning and implementation resources. - Turn recurring customer questions into reusable documentation. - Reduce reliance on live training by enabling self-service. - Continuously improve onboarding materials based on feedback. - Training & support: - Deliver tailored training sessions focusing on outcomes. - Provide thoughtful support during critical moments. - Work with the Customer Success Team to respond to support requests. - Collaboration & improvement: - Work closely with internal teams to surface trends and opportunities. - Translate customer experience into insights for improvement. - Contribute to a calm, collaborative team culture. What success looks like - Customers onboard smoothly and feel supported. - Users understand how to use the platform confidently. - Clear documentation reduces friction and support tickets. - Customers feel trusted and well cared for throughout their journey. Qualifications - Experience delivering software system training or onboarding for end users. - Ability to explain complex concepts clearly. - Clear and confident communication in written and spoken English. - Natural curiosity about customer goals and challenges. - Confidence in learning new systems and navigating technical details. - Strong problem-solving skills and a calm approach to troubleshooting. - Experience creating user-focused learning materials. - Comfort handling sensitive information in line with GDPR. - Ability to work autonomously while collaborating openly. - A curious, experimental relationship with AI. Requirements - Experience working with SaaS products and customer implementations. - Exposure to education, training, or assessment environments. - Experience supporting customers through change management. - Familiarity with agile or digital transformation projects. - Experience using tools such as Zendesk or Monday.com. Benefits - Fully remote working. - Freedom to choose your equipment and learning. - A high-trust, low-bureaucracy environment. - Open-book finances and full salary transparency. - Generous salary, enhanced parental leave, and profit share. - £1,200 annual health and wellbeing allowance. - Confidential mental health support. - Paid for internet and mobile phone. - Truly flexible working hours. - No set annual leave limit; expected to take at least 28 days. - 25% of the company's profits are shared equally across the global team. How we hire - Application Review: Submit your application by 9th August 2026. - Stage 1: The Intro (Remote): A quick video submission by 19th August. - Stage 2: The Group Collaboration (Remote): A practical team interview on 2nd September 2026. - Stage 3: The Deep Dive (Remote): An interview in the week beginning 7th September 2026. - Stage 4: The Final Meetup (In-Person): A face-to-face meeting with Australia-based team members.

Job Description We're looking for a US Benefits Administration Customer Experience Engineer (CXE) to join our Customer Experience team. In this role, you'll serve as the highest technical escalation point for Benefits Administration-related customer issues, partnering closely with Product, Engineering, Customer Success, and Support teams to investigate and resolve complex product challenges. You'll analyze system behavior, reproduce issues, investigate data discrepancies, and identify root causes impacting customer workflows. While this is not a software engineering role, successful candidates should be comfortable working with technical concepts, reviewing logs and data, understanding integrations, and collaborating with Engineering teams to drive resolution. This is a unique opportunity for someone who combines Benefits Administration knowledge with strong technical troubleshooting skills and a passion for solving complex customer problems. The base salary range for this role is $103,000 - $129,000, USD There is a strong preference to fill this role in NYC with a hybrid schedule out of our office, but we will consider exceptional candidates who are based in the EST time zone and open to working remotely. Location Eligibility: While can be a remote position, HiBob is currently authorized to hire in the following states: CA. CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Job Requirements - 4+ years of technical support experience supporting Benefits Administration platforms, HRIS systems, or SaaS applications. - Strong understanding of US Benefits Administration processes, including eligibility, enrollments, life events, carrier interactions, and benefits data flows. - Experience in troubleshooting complex customer issues and performing root cause analysis. - Experience supporting enterprise customers in a technical support or escalation environment. - Experience working with APIs, integrations, webhooks, and data synchronization processes. - Familiarity with SQL and database concepts, including the ability to query or analyze data during investigations. - Experience investigating issues using logs, audit trails, reporting tools, and system-generated data. - Experience working with Zendesk, Salesforce, Jira, Asana, or similar support platforms. - Experience collaborating with Product and Engineering teams. - Strong written and verbal communication skills. - High level of ownership and accountability. Nice to Have - Experience with ACA, COBRA, ERISA, or other US benefits compliance requirements. - Previous experience supporting payroll-related products. - Experience in HR Technology environments. - Basic scripting or HTML/CSS knowledge. - Experience working in a high-growth SaaS environment. Job Responsibilities - Own Complex Customer Escalations - Act as the highest level of support for Benefits Administration-related product issues. - Investigate complex customer-reported problems that cannot be resolved by frontline support teams. - Take ownership of critical escalations from investigation through resolution. - Clearly communicate findings, impact, and next steps to customers and internal stakeholders. - Technical Investigation & Troubleshooting - Reproduce customer-reported issues in test environments. - Analyze system behavior using logs, audit trails, APIs, reporting tools, databases, and internal platforms. - Investigate eligibility discrepancies, enrollment issues, carrier integration failures, benefits data inconsistencies, and unexpected product behavior. - Perform root cause analysis and provide Engineering teams with actionable findings, reproduction steps, and business impact. - Validate fixes and confirm issue resolution. - Collaborate Across Teams - Work closely with Product, Engineering, Customer Success, Benefits Operations, and Support teams. - Participate in bug triage and technical investigations. - Advocate for customer impact during prioritization discussions. - Bridge the gap between customer-reported issues and technical investigations. - Drive Continuous Improvement - Identify recurring issues and escalation trends. - Contribute to internal documentation and troubleshooting resources. - Help improve investigation processes, tooling, and support workflows. - Share technical knowledge across Customer Experience teams. Benefits At HiBob we are committed to creating an excellent employee experience. Our bobbers, culture, and additional benefits all make bob a great place to work, come join us! We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a beautiful office located in NYC and remote bobbers coast to coast. - Stock options in a scaled, high-growth SaaS leader - Comprehensive medical, dental, and vision coverage from day one - 401(k) with a 3% company match effective the month following your start date - Hybrid working model for Bobbers in the NY metro area - Temporary remote work-from-anywhere in the world for up to 2 months(after 6 months of employment) - Monthly wellness stipend to invest in your physical, mental, and overall wellbeing - Work from home allowance to set up your home office - Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter - We love birthdays - take the day off and receive a special gift - Two social impact days each year - to volunteer and give back to causes you care about - Annual Headspace subscription and wellness benefits - $2,500 employee referral bonus (plus ambassador incentives) - Fun and frequent social events, both in-person and virtual Join HiBob and be part of a dynamic, people-centric organization where your impact will shape the future of work. Apply now and unleash your potential in a supportive, inclusive environment that celebrates your uniqueness.