Product Support Specialist

Hibob; Washington (District of Columbia); Hybrid; USD 62,000 - 75,000; Full time

Job summary

HiBob is expanding its Customer Experience team in the New York metro area. As a Product Support Specialist, you will be the frontline expert helping customers successfully use our SaaS HR platform, troubleshooting issues and guiding users through workflows.

You will collaborate with Product, Engineering, and Customer Success to resolve issues, contribute to knowledge bases, and improve support processes. We value strong communication and a customer-first mindset.

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.
• A 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 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

SaaS support

Problem solving

Analytical skills

Clear communication

Ticketing systems

Tools

Ticketing systems

Job description

About Us

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.

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.

It’s an exciting time to join! Salesforce is leading a $166 million investment in the company, supporting our vision to bring trusted people context into the AI-powered enterprise. As we accelerate our product, technology, AI, and innovation roadmap, you’ll have the opportunity to help shape what comes next.

What will you do?

Our Customer Experience team is growing! As a Product Support Specialist, you are the frontline expert helping customers successfully use our product. You’ll combine product knowledge, troubleshooting skills, and clear communication to resolve customer issues, guide users through workflows, and ensure a positive experience. You’ll work closely with cross-functional teams to elevate issues, share customer feedback, and continuously improve support processes.

• 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

Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2-3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!

Base salaries for this role range from $62,000 - $75,000 per year.

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. 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. 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)