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, backed by our 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.Job Description

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.Job Requirements

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.Job Responsibilities

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 RandD 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.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 shareHolderCash allowance for health insuranceAnnual vision allowanceAnnual Headspace subscription and wellness benefitsTravel support (cycle scheme and season ticket loans)Hybrid working from day 1Work 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 - company-wide long weekends at the beginning of each quarter2 Social Impact days per year for volunteeringAwesome employee referral program - $2,500 for each successful referral with an additional ambassador programmePension scheme auto-enrolment from day 1Fun company and team social events (locally and virtually with our global teams)Birthdays: take the day off and receive a special giftIf this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!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. 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, or any other protected status. Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. 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. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Hiring Managers do not have access to this information, and we will treat your information confidentially.Seniority level

Entry levelEmployment type

Full-timeJob function

Customer Service, Human Resources, and Information TechnologyIndustries

Human Resources Services and IT Services and IT ConsultingGet notified about new Customer Experience Specialist jobs in London, United Kingdom.

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