Customer Experience Specialist
Mosaic.tech
Customer Service
Portugal
Posted on Mar 30, 2026
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 names like Fulham FC, Airtasker, Go Cardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."
About You:You’re someone who loves connecting with people and solving problems. You’re proactive, curious, and thrive in a fast-paced environment where no two days are the same. You have a knack for breaking down complex technical issues and guiding others with patience and clarity. If you thrive on ownership, problem solving, and creating real impact for customers, we’d love to meet you!
In this role, you’ll be the friendly face (and voice!) helping our customers get the very best out of HiBob. You’ll dive deep into challenges, find smart solutions, and make sure every interaction leaves our clients feeling supported and confident.
What You’ll Bring
- Proven experience in customer-facing SaaS roles (such as technical support or implementation).
- Strong technical troubleshooting skills, and familiarity with tools like Zendesk, Asana, and Salesforce is a plus.
- Demonstrated ability to document and share knowledge and use cases (both internally and customer facing).
- Experience supporting enterprise-level accounts - bonus points if you’ve worked with HR Tech platforms!
- Fluency in English (written and spoken), any additional languages are a plus.
- Comfort working in a dynamic, challenging and growth-oriented environment.
- An interest in or familiarity with AI platforms and tools.
- You're someone who values continuous learning and personal growth - always eager to expand your skills, explore new tools, and share knowledge with your teammates.
What You’ll Be Doing
- Offer exceptional support to our customers through email and Zoom - helping them troubleshoot issues and get the most out of HiBob.
- Investigate and resolve customer-reported technical challenges, escalating complex cases when needed.
- Partner closely with internal teams to deliver quick, effective solutions.
- Create and maintain helpful content for our Help Center and internal knowledge base.
- Play a part in training our AI chatbot and improving automated support experiences.
- Meet key performance goals while collaborating with global teams to achieve shared success.
- Stay one step ahead by anticipating customer needs and finding proactive ways to make their experience even better.
- Monday to Friday work pattern, with a 09:00-18:00 schedule
- Flexibility to work on 50% of Portuguese public holidays, due to business needs.