Product Support Specialist (Multiple Openings)

HiBob is a company that helps modern, mid-size businesses transform their HR management. As a Product Support Specialist, you will be the frontline expert assisting customers in successfully using the product, troubleshooting issues, and collaborating with cross-functional teams to enhance support processes. Responsibilities 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 Skills 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 Experience supporting B2B SaaS products Experience working cross-functionally with Engineering or Product teams Knowledge of HRIS, workflows, or enterprise software (if applicable) Benefits Stock options at a high-growth unicorn startup 100% subsidized medical, dental, and vision coverage for employees 401(k) with a 3% company match starting from Day 1 Hybrid working model for bobbers in the NY metro area Work from home allowance to get your home office set up! Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter Annual Headspace subscription and wellness benefits Two social impact days per year for volunteering Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus Fun and frequent social events (in-person and virtual) We love birthdays - take the day off and receive a special gift Dog-friendly office Company Overview HiBob is a people management platform that offers benefits administration, payroll, and employee engagement solutions. It was founded in 2015, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship HiBob has a track record of offering H1B sponsorships, with 1 in 2023. Please note that this does not guarantee sponsorship for this specific role.