CX Process Specialist- Engineering (Maternity Leave)

Join HiBob, a rapidly growing HR platform, as a CX Process Specialist - Engineering. In this hands-on role, you will improve processes, work with CX tools, and partner with cross-functional teams. You will help manage customer issues, bugs, escalations, and operational processes in a structured and proactive way. The ideal candidate has 3+ years of experience in CX Operations, strong communication skills, and a data-driven mindset.

• Assurer la gestion structurée, évolutive et axée sur le client des problèmes, des bogues, des escalades et des processus opérationnels.
• Collaborer avec les équipes d'ingénierie, de produit et d'assistance à la clientèle pour identifier et résoudre proactivement les problèmes.
• Utiliser des outils d'IA et d'automatisation pour améliorer les processus, automatiser le travail manuel ou construire des solutions opérationnelles.
• 3+ years of experience in CX Operations, Customer Support Operations, Customer Project/Program Management, or a similar operational role.
• Experience working cross-functionally with Engineering, Product, and Customer-facing teams.
• Strong ownership, prioritization, and follow-through—you are comfortable independently driving work across multiple stakeholders.
• Excellent communication skills, with the ability to translate complex issues into clear updates, requirements, and next steps.
• Strong attention to detail and ability to create structure in a fast-paced, changing environment.
• Experience using AI tools, ideally including Cursor, to improve processes, automate manual work, or build operational solutions.
• Comfort reading and investigating logs and operational data to support troubleshooting, identify trends, improve processes, and help create proactive alerts or workflows.
• Experience with tools such as Zendesk, Asana, Linear, Jira, Slack, Salesforce, or similar platforms - Zendesk and Linear strong advantage
• A data-driven mindset and ability to use operational insights to identify trends, improvement opportunities, and early risk signals.
• Experience with incident management, escalations, bug management, or SaaS operations is a strong advantage.

**Nice to Have**

• Experience developing Zendesk apps or advanced Zendesk administration.
• Experience in a high-growth SaaS environment.