Senior Customer Experience Specialist, HiBob

• You enjoy building relationships and solving difficult problems. You’re comfortable diving into a complex platform, understanding how it has been configured, and turning technical findings into practical guidance for customers
• You thrive in a busy environment where priorities can change quickly. You can balance multiple customer relationships and complex investigations without losing sight of quality, ownership, or communication. You’re naturally proactive - looking ahead to identify risks and opportunities rather than waiting for problems to arise
• You’re also collaborative and curious. You enjoy working across teams, sharing what you learn, improving how things are done, and raising the bar for the wider customer experience
• Proven experience in a customer-facing B2B SaaS role, such as Technical Support, Customer Experience, Implementation, or Professional Services
• Experience supporting enterprise or strategic customers and managing multiple complex relationships simultaneously
• Strong technical troubleshooting and investigation skills within a configurable software platform
• A consultative and proactive approach to support, with evidence of anticipating customer needs and reducing risk
• Excellent written and verbal communication, with the confidence to lead customer calls, training sessions, planning reviews, and live troubleshooting conversations
• The ability to explain complex technical concepts clearly to HR leaders, operations teams, technical admins, and internal stakeholders
• Strong ownership, organisation, and prioritisation skills, with the ability to operate calmly and independently through complexity and ambiguity
• Experience collaborating with teams such as Customer Success, Product, Engineering, and Implementation
• A process-improvement mindset and an interest in creating useful documentation and sharing knowledge

Desirable

• As a Premium Support Specialist, you’ll be the dedicated expert and trusted partner for a portfolio of our most strategic enterprise customers
• This isn’t a traditional, reactive support role. You’ll act as an extension of your customers’ teams, developing a deep understanding of their HiBob configuration, business goals, key stakeholders, and critical HR cycles. You’ll combine technical troubleshooting with proactive, consultative support to help customers get the most from Bob and navigate important moments with confidence
• You’ll own the end-to-end support experience for your accounts - from resolving complex day-to-day issues to preparing customers for compensation cycles, performance reviews, year-end processes, and module launches. Working closely with Customer Success, Product, Engineering, and Implementation, you’ll ensure customers receive clear ownership, accurate guidance, and a consistently high-quality experience
• Serve as the primary technical and strategic support contact for a portfolio of enterprise customers
• Build detailed knowledge of each customer’s configuration, goals, stakeholders, seasonality, and critical business events
• Run regular customer touchpoints to review priorities, open issues, upcoming product changes, and emerging risks
• Lead hands-on planning and preparation sessions ahead of critical events such as compensation cycles, performance reviews, year-end activity, and module rollouts
• Deliver tailored training for new and existing customer admins so they can use Bob confidently and effectively
• Investigate and resolve complex, configuration-heavy technical issues, translating findings into clear and actionable guidance
• Validate issues thoroughly and create high-quality escalations for Product and Engineering when required
• Maintain clear, proactive communication throughout investigations, particularly during incidents or business-critical moments
• Balance reactive support through the fast-track ticket queue with proactive account planning, customer meetings, and longer-term priorities
• Act as an internal advocate for customers across Customer Experience, Customer Success, Product, Engineering, and Implementation
• Partner with Implementation and Customer Success teams during module rollouts to support smooth, successful go-lives
• Identify recurring issues, document patterns, and contribute to knowledge content, playbooks, and process improvements
• Help evolve the Premium Support offering by sharing customer insight and finding thoughtful ways to use AI and automation to improve quality and efficiency