Customer Experience Engineer, HiBob
Benefits Administration
$103-129k
+ Stock options in a scaled, high-growth SaaS leader
More information about location
A modern HR platform powering productivity, engagement, and retention
Posted today
A modern HR platform powering productivity, engagement, and retention
1001+ employees
Posted today
$103-129k
+ Stock options in a scaled, high-growth SaaS leader
More information about location
1001+ employees
Company mission
To create a modern work experience that empowers organisations to be remarkable.
Role
Who you are
- 4+ years of technical support experience supporting Benefits Administration platforms, HRIS systems, or SaaS applications
- Strong understanding of US Benefits Administration processes, including eligibility, enrollments, life events, carrier interactions, and benefits data flows
- Experience in troubleshooting complex customer issues and performing root cause analysis
- Experience supporting enterprise customers in a technical support or escalation environment
- Experience working with APIs, integrations, webhooks, and data synchronization processes
- Familiarity with SQL and database concepts, including the ability to query or analyze data during investigations
- Experience investigating issues using logs, audit trails, reporting tools, and system-generated data
- Experience working with Zendesk, Salesforce, Jira, Asana, or similar support platforms
- Experience collaborating with Product and Engineering teams
- Strong written and verbal communication skills
- High level of ownership and accountability
Desirable
- Experience with ACA, COBRA, ERISA, or other US benefits compliance requirements
- Previous experience supporting payroll-related products
- Experience in HR Technology environments
- Basic scripting or HTML/CSS knowledge
- Experience working in a high-growth SaaS environment
What the job involves
- We're looking for a US Benefits Administration Customer Experience Engineer (CXE) to join our Customer Experience team
- In this role, you'll serve as the highest technical escalation point for Benefits Administration-related customer issues, partnering closely with Product, Engineering, Customer Success, and Support teams to investigate and resolve complex product challenges
- You'll analyze system behavior, reproduce issues, investigate data discrepancies, and identify root causes impacting customer workflows
- While this is not a software engineering role, successful candidates should be comfortable working with technical concepts, reviewing logs and data, understanding integrations, and collaborating with Engineering teams to drive resolution
- This is a unique opportunity for someone who combines Benefits Administration knowledge with strong technical troubleshooting skills and a passion for solving complex customer problems
- Own Complex Customer Escalations
- Act as the highest level of support for Benefits Administration-related product issues
- Investigate complex customer-reported problems that cannot be resolved by frontline support teams
- Take ownership of critical escalations from investigation through resolution
- Clearly communicate findings, impact, and next steps to customers and internal stakeholders
- Technical Investigation & Troubleshooting
- Reproduce customer-reported issues in test environments
- Analyze system behavior using logs, audit trails, APIs, reporting tools, databases, and internal platforms
- Investigate eligibility discrepancies, enrollment issues, carrier integration failures, benefits data inconsistencies, and unexpected product behavior
- Perform root cause analysis and provide Engineering teams with actionable findings, reproduction steps, and business impact
- Validate fixes and confirm issue resolution
- Collaborate Across Teams
- Work closely with Product, Engineering, Customer Success, Benefits Operations, and Support teams
- Participate in bug triage and technical investigations
- Advocate for customer impact during prioritization discussions
- Bridge the gap between customer-reported issues and technical investigations
- Drive Continuous Improvement
- Identify recurring issues and escalation trends
- Contribute to internal documentation and troubleshooting resources
- Help improve investigation processes, tooling, and support workflows
- Share technical knowledge across Customer Experience teams
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 amounts of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services, whilst already large, is growing.
Hibob has attracted high-profile customers like Fulham FC, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's 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 or savings plan
- Birthday day off: Take the day off and receive a special gift
- Headspace subscription to help look after your mental health
- Private health coverage
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
Joined HiBob in 2021 as SMB Customer Success Manager and grown to lead the Global SMB Account Manager team in the Customer Growth division, driving scalable growth and success with global customers.
Joined the CX team in 2018 and helped build the SMB CSM team as one of its first members. Has progressed through leadership roles and is now Head of SMB Customer Success, driving adoption & retention.
Joined as a Customer Success Manager in 2022 before moving to our Sales Engineering team after 18 months. Has since been promoted to Senior Sales Engineer, supporting our Partnerships team.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
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. To achieve this, we are committed to being proactive at all levels, ensuring 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).
Share this job
View 40 more jobs at HiBob