Product Support Specialist

• 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

Job requirements

• 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

• Experience supporting B2B SaaS products

• Experience working cross-functionally with Engineering or Product teams

• Knowledge of HRIS, workflows, or enterprise software (if applicable)

Job benefits

• Equity in a global, high-growth HR tech SaaS leader

• 401(k) with a 3% company match effective the month following your start date

• $2,500 employee referral bonus

• Medical, dental, and vision coverage from day one

• $1,920 annual wellness stipend to support your physical and mental wellbeing

• Annual Headspace membership and expanded wellness benefits

• Hybrid working model for Bobbers in the NY metro area

• Temporary work from anywhere for up to 2 months per year (after 6 months)

• Generous paid time off and company holidays to rest, recharge, and enjoy

• Bob Balance Days – 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter

• Your birthday off — plus a special gift from us

• Home office allowance to set up your ideal workspace

• Two paid Social Impact days each year to give back to causes you care about

• Frequent team and company social events, both in-person and virtual

• Dog friendly office