Senior Customer Experience Specialist, HiBob
+ Pre-IPO equity.
2+ days a week in office (Clerkenwell Green, London)
A modern HR platform powering productivity, engagement, and retention
Open for applications
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Open for applications
+ Pre-IPO equity.
2+ days a week in office (Clerkenwell Green, London)
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- 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
What the job involves
- 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
- Seniors are expected to take ownership of complex cases, partner with CX Engineers on technical investigations, and continuously improve technical workflows, documentation, and automation opportunities
- 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
- 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
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
- Flexible hybrid working model
- Work from home allowance: to get your home office set up how you like it
- Volunteering days: Two days each year to support your community
- Employee referral program paying up to $2,500 for each successful referral
- Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
- Generous annual leave allowance
- Pension scheme
- Birthday day off: Take the day off and receive a special gift
- Cash allowance for health insurance
- Travel season ticket loan
Company values
- Bring me, win as we: When we come together as a global team, we can build something trailblazing. Every Bobber can show 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 are leading the way in what a functional, flexible, and fun HR platform and mindset looks like.
- We do what we say: We are intentional and take pride in aligning our actions with our words. We deliver today on the promises we made yesterday. We actively use our product and seek to drive best practices.
- Trust and empower each other: Bobbers shine when those around them shine, too. 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: We need to be agile and adapt. With every challenge and experience we go through, we learn, improve, and remain resilient.
Company HQ
London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously SVP of Technology at Kenshoo, VP of IT Business Management at VMware, and VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. He also spent two 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.
Joined HiBob in 2021 as SMB Customer Success Manager and grown to lead our Global SMB Account Manager team in our Customer Growth division, driving scalable growth and success with global customers.
Diversity, Equity & Inclusion 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).
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