Requirements
* You're someone who loves connecting with people and solving complex problems
* You thrive in a fast-paced environment and have a natural ability to anticipate customer needs before they arise
* You bring the right blend of technical know-how and consultative instinct - able to dive deep into a platform, understand a client's unique setup, and translate that into actionable, tailored guidance
* If you're energised by ownership, proactive problem-solving, and creating genuine impact for the customers you partner with, we'd love to meet you!
* Proven experience in a customer-facing SaaS role, such as Technical Support, Implementation, or a Customer Success function - ideally at a mid-senior level
* A strong track record supporting enterprise or strategic accounts, with the ability to manage multiple complex relationships simultaneously
* Excellent technical troubleshooting skills, with the ability to navigate configuration-heavy platforms and translate findings into clear, actionable guidance
* Demonstrated experience delivering consultative, proactive support - anticipating customer needs rather than purely responding to them
* Strong stakeholder management and communication skills, with confidence engaging with HR leaders, operations teams, and technical admins alike
* Confidence leading client-facing calls and presenting complex information clearly - whether running a training session, a planning review, or a live troubleshooting session over Zoom
* Experience with HR Tech platforms is a significant advantage; familiarity with HiBob modules (Core, Talent, Compensation, Time Off, Payroll Hub) is a plus
* Comfort using tools such as Zendesk, Asana, and Salesforce; experience with project tracking and documentation workflows
* An interest in AI platforms and support automation, and a genuine curiosity for how emerging tools can enhance the customer experience
* Fluency in English (written and spoken); additional languages are always a bonus
* A growth mindset - you're always looking to expand your knowledge, share what you learn, and raise the bar for yourself and your team
What the job involves
* As a Premium Support Specialist, you'll be the dedicated expert and trusted partner for a portfolio of our most strategic enterprise accounts
* This isn't your typical support role - you'll act as an extension of your clients' teams, building deep knowledge of their configurations, goals, and business cycles to deliver truly proactive, consultative support
* You'll combine technical depth with strong relationship-building skills, owning the full support experience for your accounts - from day-to-day troubleshooting through to planning and executing critical business events like compensation cycles, performance reviews, and year-end processes
* Serve as a dedicated Premium Support Specialist for a portfolio of enterprise accounts, acting as their primary point of contact for technical and strategic support
* Run regular biweekly touchpoints with clients to review priorities, share upcoming product changes relevant to their setup and identify potential risks early
* Lead hands‑on planning and preparation sessions ahead of critical business events - such as compensation cycles, performance reviews, and year‑end processes
* Deliver tailored training sessions for new and existing admins, ensuring they're confident and well‑equipped to get the most from HiBob
* Investigate and resolve complex, configuration‑heavy technical issues, leveraging deep product knowledge to provide precise, accurate guidance
* Proactively reach out to clients during platform incidents or relevant product changes, advising on the best course of action to avoid disruption
* Act as an internal advocate for your clients across Support, Customer Success, and Product teams - ensuring their feedback is heard and their priorities are understood
* Contribute to the continuous improvement of the Premium Support offering by sharing insights, documenting patterns, and feeding into knowledge base content
* Manage your own workflow effectively, balancing reactive support through the fast‑track ticket queue with proactive account management responsibilities
* Collaborate with Implementation and CSM teams during module rollouts to ensure a smooth, well‑supported go‑live experience
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