Customer Experience Senior Specialist, HiBob
+ Pre-IPO equity.
2+ days a week in office (Clerkenwell Green, London)
Personal development platform for employees
Be an early applicant
Personal development platform for employees
501-1000 employees
Be an early applicant
+ Pre-IPO equity.
2+ days a week in office (Clerkenwell Green, London)
501-1000 employees
Company mission
To help the companies that are changing the world, change for the better themselves.
Role
Who you are
- Minimum 3 years of experience in a customer-facing role within a SaaS or technology environment
- Demonstrated experience supporting strategic, enterprise, or premium-level customers
- Experience leveraging AI or automation tools in a support or customer experience setting
- Familiarity with support platforms such as Zendesk, Asana, and other tools (e.g., Salesforce, Gong)
- Exposure to or experience with customer lifecycle management, support planning, or project-style service delivery
- Proven ability to work cross-functionally with teams like Product, Engineering, or Customer Success
- Comfortable working in a fast-paced, customer-centric environment with shifting priorities
- Excellent written and verbal communication skills - able to convey technical concepts clearly and empathetically to diverse audiences
- Strong organisational and time-management skills - able to manage multiple priorities and customer threads simultaneously
- High ownership mindset - proactive in taking accountability, following through on tasks, and driving customer outcomes
- AI-savvy and efficiency-driven - comfortable using AI tools to enhance productivity, automate tasks, and improve the speed and quality of support; continuously explores new technologies to optimize workflows
- Calm and professional approach to escalations - skilled at de-escalating tension and coordinating across teams to resolve issues quickly
- Analytical thinker with attention to detail - identifies trends, underlying issues, and opportunities to improve service or efficiency
- Empathetic and customer-first - builds strong relationships through understanding and anticipating customer needs
- Collaborative and solutions-oriented - works well with cross-functional stakeholders and brings a constructive, positive mindset
What the job involves
- As a Senior Customer Experience Specialist for Premium Accounts, you will act as the primary support partner for our most strategic customers
- You will combine deep product expertise with strong organisational and communication skills to ensure premium clients receive tailored, high-quality service
- Through ongoing relationship management, proactive planning, and efficient issue resolution, you will help customers maximise value from our platform while driving satisfaction and retention
- Deliver exceptional support to premium customers by managing their requests with urgency, professionalism, and deep product knowledge - ensuring high satisfaction and long-term partnership
- Anticipate customer needs by maintaining success plans, preparing for key milestones and seasonal events, and coordinating with internal teams to provide a seamless experience across support and success touch-points
- Act as the voice of the customer internally, escalating key issues, contributing to product and process improvements, and sharing insights that enhance both customer outcomes and internal efficiency
- Serve as the main support point of contact for a portfolio of premium customers
- Take ownership of incoming requests, ensuring prompt, accurate, and thoughtful responses
- Proactively plan around customer seasonality, known pain points, and critical business events
- Partner closely with CSMs and internal teams to ensure alignment and a seamless customer experience
- Track and drive resolution of complex cases, acting as a liaison between customers and internal teams (Product, R&D, etc.)
- Escalate issues thoughtfully and follow through to resolution with clear customer communication
- Contribute to and maintain success plans and communication trackers for key accounts
- Identify trends, bugs, and product gaps from customer interactions and document them effectively
- Actively contribute to the continuous improvement of processes, documentation, and internal workflows
- Support CX team initiatives such as automation, knowledge sharing, and enablement
Salary benchmarks
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amount of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services is big and growing.
Hibob have attracted high profile customers like Monzo, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's recent acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2024
$150m
SERIES E
Sep 2023
$150m
LATE VC
Total funding: $715m
Company benefits
- Company share options plan
- We have a flexible hybrid working model
- Work from home allowance- to get your home office set up!
- 2 Social Impact days per year for volunteering
- Annual Headspace subscription and wellness benefits
- Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Company values
- Bring me, win as we - It's about every Bobber showing up as their authentic self, strengthening the connections in our village, and having an exponential impact
- Build the exceptional - Everyone contributes to building the exceptional at HiBob
- We do what we say - We align our actions with our words
- Trust and empower each other - We hire smart people who have the freedom to do their jobs in the best possible way
- Interact with transparency and openness - Information is a resource to be shared, not a resource to be guarded
- Grow through what we go through - With every challenge and experience we go through, we will learn, improve and remain resilient
Company HQ
Farringdon, London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously an SVP of Technology at Kenshoo, a VP of IT Business Management at VMware, and a VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. They also spent 2 years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Albin joined HiBob in 2020 as a Business Development Manager for the Nordics. Since then they have held multiple roles and now serve as the Sales Director for Northeastern US & Canada.
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