Senior Customer Experience Specialist

Job Description About Us 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've 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. Come and be you with us 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 We're looking for a Senior Customer Experience Specialist to join our UK CX team. This role is perfect for someone who loves solving complex problems, guiding customers through challenges, and shaping how we deliver world-class service at scale. You'll be the calm expert customers trust when things get tricky — combining deep product knowledge with empathy, curiosity, and collaboration. You'll own critical cases end-to-end, partner closely with Engineering and Product to find root causes, and help drive continuous improvement across our support operations. Job Requirements What You Bring Experience in a SaaS or technology-based customer-facing role (support, success, or similar). Proven experience managing complex customer escalations and collaborating with engineering teams. Strong technical troubleshooting skills (APIs, integrations, data analysis, or logs). Clear, confident communicator - able to translate technical findings for non-technical audiences. Calm, analytical, and customer-first mindset - you bring clarity and confidence even under pressure. Curiosity for technology and a drive to improve systems, not just fix them. Comfort working with tools like Zendesk, Salesforce, and AI-powered support platforms. A collaborative, growth-oriented attitude - you want to make things better every day. Job Responsibilities What You'll Do Lead complex investigations - Own and resolve high-impact or technically challenging issues, ensuring accuracy, clarity, and speed. Collaborate cross-functionally - Partner with CX Engineers, Product, and R&D to diagnose bugs, validate fixes, and prevent recurrences. Be the escalation owner - Manage high-severity situations with calm and confidence, ensuring customers feel heard and supported. Champion technical excellence - Maintain and evolve internal playbooks, knowledge articles, and best practices. Drive improvement - Identify recurring patterns, propose solutions, and contribute to automation and AI initiatives that make support smarter and faster. Mentor and enable - Share your expertise with peers, helping raise the technical bar across the CX team. Job Benefits 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 If this sounds like something you've been looking for, we'd love to have you. Come on, join our village*** Learn about HiBob's hybrid working model *** BELONGING AT HIBOB 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*(*US only). Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you. We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.