About the role
We're looking for an experienced people leader with strong technical judgement to lead our Senior
Customer Experience Specialists and develop their impact as technical leaders within our product pods.
Our Senior Specialists own complex investigations, set technical standards, coach colleagues and
improve how we support our customers. You'll create the direction, structure and accountability that
help them succeed, combining strong people management with a clear understanding of technical
support delivery.
Reporting to the Head of Customer Experience, you'll turn CX priorities into practical plans, lead
improvements across teams and build a culture of ownership, curiosity and continuous learning.
What you'll bring
• Experience leading a technical support or customer experience team in a SaaS environment, including
managing and developing senior individual contributors.
• A track record of improving team performance through clear expectations, effective coaching and
consistent accountability.
• Strong technical judgement and confidence engaging with APIs, integrations, logs and structured
troubleshooting.
• Experience improving escalation processes and working closely with Engineering and Product teams.
• Experience leading sensitive customer escalations, managing expectations and establishing consistent
service standards.
• The ability to turn broad priorities into a practical plan, make decisions within your remit and sustain
progress independently.
• Practical experience adopting AI tools or automation to improve support workflows, with curiosity to
experiment, evaluate results and lead team adoption.
• Confidence using operational data and customer feedback to identify root causes, prioritise work and
assess results.
• Strong communication and stakeholder management skills, including the ability to challenge
constructively and build agreement across teams.
• Experience leading through change while maintaining trust, clarity and delivery.
Experience supporting HR, payroll or other complex business software would be an advantage.
What success looks like
• Senior Specialists act as confident technical leaders within their pods, with clear ownership and visible
development.
• Complex cases progress through strong investigation, sound judgement and timely decisions.
• Escalations are well evidenced, with fewer avoidable handovers and clearer accountability.
• Customers receive a consistent level of service, with clear communication, timely updates and confident
ownership during escalations.
• Specialists become more capable through effective coaching and accessible technical knowledge.
• AI tools, automation and improvement initiatives deliver measurable benefits to customer experience,
technical quality and team productivity.
• The team operates with clear priorities, consistent standards and a supportive, accountable culture.
Customer Experience Team Lead employer: HiBob
At HiBob, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Hybrid Enterprise Customer Success Manager, you will benefit from comprehensive professional development opportunities, a collaborative environment, and the chance to make a significant impact on our large, complex customers. Located in a vibrant tech hub, we offer competitive benefits and a commitment to work-life balance, making HiBob an exceptional place to grow your career while driving meaningful change in the HRTech landscape.
