Senior Customer Experience Specialist

Join HiBob, a fast-growing global HR platform, as a Senior Customer Experience Specialist. In this role, you will be the dedicated expert and trusted partner for a portfolio of strategic enterprise customers. You will combine technical troubleshooting with proactive, consultative support to help customers get the most from our platform, Bob. You will own the end-to-end support experience for your accounts and work closely with various teams to ensure a high-quality experience for customers.

• Act as a dedicated expert and trusted partner for a portfolio of strategic enterprise customers, developing a deep understanding of their HiBob configuration and business goals.
• Own the end-to-end support experience for your accounts, from resolving complex day-to-day issues to preparing customers for compensation cycles and module launches.
• Collaborate with teams such as Customer Success, Product, Engineering, and Implementation to ensure customers receive clear ownership, accurate guidance, and a consistently high-quality experience.

About you

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.

You will already have

• 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.

It will be a bonus if you also have any of the following

• Experience with HR technology or HRIS platforms.
• Exposure to APIs, integrations, technical investigations, or log analysis - deep engineering expertise isn’t required.
• Experience using tools such as Zendesk, Asana, Salesforce, Slack, Jira, or similar platforms.
• Experience delivering customer training, QBRs, or proactive planning sessions.
• Experience creating knowledge-base content, internal playbooks, or operational documentation.
• An interest in AI platforms, support automation, and how emerging tools can enhance the customer experience.