Hybrid NYC SaaS Product Support Specialist

HiBob; New York (NY); Hybrid; USD 62,000 - 75,000; Full time

Benefits offered by this job

Equity

401(k) with match

Referral bonus

Medical/dental/vision coverage

Wellness stipend

Headspace membership

Hybrid NY metro office

Birthday leave

Job summary

HiBob is seeking a Product Support Specialist to join our Customer Experience team in the NY metro area. You will act as the frontline expert, guiding customers through workflows, troubleshooting issues, and ensuring a positive experience with our HRIS platform.

You will collaborate with Product, Engineering, and Customer Success to resolve problems, share customer feedback, and improve support processes. This role is hybrid with NYC office in-office 2–3 days/week.

Qualifications

• 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.
• Customer-first mindset with attention to detail.

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 next steps.
• Clearly communicate solutions and expectations to customers.
• Escalate complex 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.

Skills

SaaS product support

Customer experience

Technical support

Problem solving

Communication skills

Ticketing systems

Tools

Ticketing tools

Job description

HiBob is seeking a Product Support Specialist to join our Customer Experience team in the NY metro area. You will act as the frontline expert, guiding customers through workflows, troubleshooting issues, and ensuring a positive experience with our HRIS platform.

You will collaborate with Product, Engineering, and Customer Success to resolve problems, share customer feedback, and improve support processes. This role is hybrid with NYC office in-office 2–3 days/week.