Product Support Specialist

Join HiBob, a rapidly growing HR platform that helps modern businesses manage their people effectively. As a Product Support Specialist, you will be the frontline expert assisting customers with product usage, troubleshooting issues, and ensuring a positive experience. You will collaborate with cross-functional teams and contribute to internal documentation and knowledge bases. This role requires experience in SaaS product support, strong problem-solving skills, and excellent communication abilities.

• Provide timely, accurate support to customers via chat, email, and other channels, troubleshooting product issues, configuration questions, and integrations.
• Investigate reported issues and determine root causes or appropriate next steps, clearly communicating solutions and expectations to customers.
• Collaborate with Product, Engineering, and Customer Success teams to escalate complex or high-impact issues, contributing to internal documentation, FAQs, and knowledge bases.

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)