<strong>About Us</strong><br id="isPasted">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. <br><strong>Come and be you with us</strong><br>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.<br><br><strong>What will you do?</strong><br><strong>Our Customer Experience team is growing!</strong><br>As a Senior Technical Support Specialist, you will serve as a trusted technical expert for HiBob customers and internal teams. You will lead the investigation and resolution of complex product and service issues, provide clear and consultative guidance, and act as a liaison between customers and internal technical teams. You will manage sensitive and escalated situations with empathy, accountability, and a consistent customer experience.<br><br>● Provide technical solutions and consultative guidance to customers through written channels and interactive Zoom meetings.<br>● Lead thorough troubleshooting and investigation of complex issues raised by customers, identifying root causes, appropriate workarounds, and next steps.<br>● Own communication throughout complex, escalated, or sensitive cases, coordinating with internal technical teams and keeping customers informed with clear, empathetic updates at every stage.<br>● Lead customer escalations, partner with Engineering and other technical teams, mentor teammates, and improve pod processes.<br>● Troubleshoot third-party integrations, including SSO, IAM, ATS, and payroll integrations.<br>● Troubleshoot and guide customers on the effective use of Bob's public APIs.<br>● For assigned Premium customers, act as a dedicated support point of contact and provide proactive, consultative support.<br>● Balance customer requests of different priorities across multiple queues and time zones while maintaining strong ownership, responsiveness, and quality.<br>● Identify and create Help Center content to better support customers and internal teams.<br>● Proactively identify internal team processes that can be updated and help in initiating them.<br>● Achieve weekly and monthly personal KPIs and actively contribute to team KPIs through cross-pod resolution, project impact, consultative engagements, and retention influence. <br><br><strong>**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!**</strong><br><br><strong>Base salaries for this role range from $66,000 - $80,000 per year. </strong><br>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.<br>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.