Customer Support Specialist APJ

Talent Acquisition | Office & Employee Experience 🌱

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.

Our team is growing, and we’re looking for an enthusiastic Customer Experience Specialist to be the first point of contact for our customers, ensuring every interaction with HiBob is positive.

In this role, you will troubleshoot technical issues, identify product bugs, escalate complex cases, and educate customers to maximise their use of HiBob’s platform. You’ll collaborate with teams across Product, Engineering, Customer Success, and Professional Services to resolve issues effectively. Our goal is to provide seamless solutions while delivering an exceptional customer experience.

Job Responsibilities

Offer technical support and solutions via email and Zoom sessions

Troubleshoot and investigate customer-reported issues and escalate when necessary

Collaborate with internal teams to resolve complex cases

Develop and maintain knowledge content for the Help Center, Community, and internal teams

Contribute to AI chatbot training and automated ticket deflection

Meet KPIs and work with global teams to reach a shared common goal

Proactively anticipate and solve customer challenges, ensuring consistent high‑quality service

Job Requirements

Minimum 3 years of experience in customer‑facing SaaS roles (e.g., customer support, technical support)

Experience with enterprise‑level accounts and SaaS platforms is highly preferred

Fluency in English; strong verbal and written communication skills are a must

Technical troubleshooting experience, with familiarity using tools such as Zendesk, Asana, Slack, Salesforce

Ability to work in a fast‑paced, dynamic environment and adapt quickly to change

Previous experience in HR Tech, API integrations, and enterprise support is advantageous

Familiarity with AI solutions, platforms and tools

Working Hours

Workdays : Monday to Friday, 9 am to 5 pm AEST / AEDT

Hybrid work model : 2 days a week in the office, the rest from home; flexibility for remote work.

Job Benefits

Company share options plan

Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)

Work from home allowance to set up your home office

Catered Thursday lunches and coffee

2 Social Impact days per year for volunteering

Employee referral program : $2,500 for each successful referral with an additional ambassador program

Dog‑friendly workplace

Fun company and team social events (locally and virtually with our global teams)

Bob balance days : Enjoy a company‑wide long weekend at the beginning of each quarter

Additional day off each year for your birthday

Job Details

Seniority level : Entry level

Employment type : Full‑time

Job function : Customer Service

Industries : IT Services and IT Consulting

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