Technical CX Specialist – SaaS, Hybrid NYC

HiBob; New York (NY); Hybrid; USD 62,000 - 81,000; Full time

Benefits offered by this job

Stock options

100% subsidized medical coverage

401(k) with a company match

Work-from-home allowance

Bob balance days

Annual Headspace subscription

Employee referral bonus

Dog-friendly office

Job summary

A tech company in New York seeks a Customer Experience Specialist to provide advanced troubleshooting and support for clients. The role involves acting as an escalation point for complex issues and requires strong analytical and communication skills. Applicants should have 3+ years in a customer support role, experience with integrations, and familiarity with tools like Zendesk and Salesforce. This position offers competitive pay and benefits in a hybrid working model.

Qualifications

• 3+ years in a SaaS/technology customer-facing support role.
• Proven experience handling complex escalations in collaboration with engineering teams.
• Comfort with debugging and reproducing issues.

Responsibilities

• Deliver advanced troubleshooting and resolution for complex cases.
• Collaborate with Engineers on escalated issues and feature requests.
• Maintain and expand internal technical playbooks and knowledge resources.

Skills

Customer support experience

Analytical skills

Technical troubleshooting

Communication skills

Problem-solving

API knowledge

Bilingual in Spanish

Tools

Zendesk

Salesforce

Asana

Gong

Job description

A tech company in New York seeks a Customer Experience Specialist to provide advanced troubleshooting and support for clients. The role involves acting as an escalation point for complex issues and requires strong analytical and communication skills. Applicants should have 3+ years in a customer support role, experience with integrations, and familiarity with tools like Zendesk and Salesforce. This position offers competitive pay and benefits in a hybrid working model.