Senior Customer Experience Specialist

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we have achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies. Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Airtasker, Go Cardless, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

As a Senior Customer Experience Specialist, you will act as a technical expert and escalation point within the CX team. You will combine advanced product knowledge, strong analytical skills, and efficient troubleshooting methods to resolve complex customer issues. By leveraging a deep understanding of the platform, integrations, and system configurations, you will ensure accurate, timely, and high-quality support for customers.

• Deliver advanced troubleshooting and resolution for complex cases, acting as the primary escalation point for high-severity or technically challenging issues.
• Partner with CX Engineers to investigate bugs, validate root causes, and provide structured feedback that improves product stability and customer outcomes.
• Contribute to the technical excellence of CX by maintaining documentation, identifying patterns in customer cases, and supporting efficiency initiatives like AI, automation, and tooling improvements.

Job Requirements:

• 3+ years in a SaaS/technology customer-facing support role.
• Proven experience handling complex escalations in collaboration with engineering teams.
• Strong technical troubleshooting skills (APIs, integrations, error logs, data analysis).
• Familiarity with tools like Zendesk, Salesforce, Asana, Gong, or similar.
• Comfort with debugging, reproducing issues, and testing edge cases.
• Strong written and verbal communication skills, with the ability to translate technical findings for non-technical audiences.
• Ability to thrive in a fast-paced, customer-centric environment.
• Advanced problem-solving and root cause analysis skills.
• Strong understanding of SaaS systems, data flows, and integrations.
• Proficient in using and interpreting APIs, logs, and system errors.
• Calm and composed approach to escalations; skilled at de-escalating tense situations.
• Analytical mindset with attention to detail; able to identify patterns and propose solutions.
• Efficient and AI-savvy - leverages tools to drive faster, higher-quality support.
• Customer-first and empathetic, ensuring clear, professional, and accurate communication.
• Collaborative team player, partnering across CX, Engineering, and Product.

Job Responsibilities:

• Serve as the escalation owner for complex or high-priority cases.
• Work hand-in-hand with CX Engineers to debug, analyse, and validate issues.
• Provide structured documentation, logs, and technical details to support investigations.
• Collaborate with Product and R&D on escalated issues and feature requests.
• Maintain and expand internal technical playbooks and knowledge resources.
• Identify recurring customer issues and work with CX Engineers to design fixes or process improvements.
• Actively contribute to automation and AI initiatives that enhance support efficiency.

HiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan - every employee can eventually become a shareholder.
• Cash allowance for health insurance.
• Annual vision allowance.
• 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.

Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so 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 federal, state or local protected class.