Product Support Specialist
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.
What will you do?
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.
- 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!
Pay
Base salaries for this role range from $62,000 - $75,000 per year.
Benefits
- Ownership & Financial Equity: In a global, high-growth HR tech SaaS leader
- Health & Wellbeing: Medical, dental, and vision coverage from day one, $1,920 annual wellness stipend, 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, Bob Balance Days, Your birthday off — plus a special gift from us, Work From Home home office allowance
- 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