Premium Support Specialist

Job Description
Come and be yourself with us!
Being a Bobber means bringing your whole self to work - whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.
About Us
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees - who we affectionately call "Bobbers."
About the Role
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.
About You
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!
Job Requirements

• 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.

Job Responsibilities

• 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.

This role follows a Monday-Friday schedule, 09:00-18:00, with flexibility to work 50% of UK public holidays due to business needs.
Benefits
HiBob is a village filled with incredible people, and we're proud of that. It's a place where Bobbers can truly be themselves. We're about fun, dreams, and ambition just as much as we're about precision, growth, and high performance.
Becoming a Bobber means joining a company that values you as a whole person. You'll receive competitive compensation, benefits, and pre-IPO equity - alongside all of this:

• Cash allowance for health insurance
• Annual vision allowance
• 25 days annual leave
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Hybrid working from day 1
• 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 - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
Belonging at HiBob
Our success depends on our people, and we want HiBob to be a workplace where everyone feels a sense of belonging and can thrive. We're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.
We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other protected class.
Please contact us at [email protected] if you'd like to discuss any adjustments to our process. We want you to bring the best of you.