Customer Experience Senior Specialist

Job Description
This means you do not require a visa under the Skilled Worker\nroute or other employer-sponsored schemes. HiBob may only be\nable to consider candidates who already have the right to work in\nthe UK without the need for sponsorship.
Job Requirements

• Minimum 3 years of experience in a customer-facing role within a SaaS or technology environment.
• Demonstrated experience supporting strategic, enterprise, or premium-level customers.
• Experience leveraging AI or automation tools in a support or customer experience setting
• Familiarity with support platforms such as Zendesk, Asana, and other tools (e.g., Salesforce, Gong).
• Exposure to or experience with customer lifecycle management, support planning, or project-style service delivery.
• Proven ability to work cross-functionally with teams like Product, Engineering, or Customer Success.
• Comfortable working in a fast-paced, customer-centric environment with shifting priorities.
• Excellent written and verbal communication skills - able to convey technical concepts clearly and empathetically to diverse audiences.
• Strong organisational and time-management skills - able to manage multiple priorities and customer threads simultaneously.
• High ownership mindset - proactive in taking accountability, following through on tasks, and driving customer outcomes.
• AI-savvy and efficiency-driven - comfortable using AI tools to enhance productivity, automate tasks, and improve the speed and quality of support; continuously explores new technologies to optimize workflows.
• Calm and professional approach to escalations - skilled at de-escalating tension and coordinating across teams to resolve issues quickly.
• Analytical thinker with attention to detail - identifies trends, underlying issues, and opportunities to improve service or efficiency.
• Empathetic and customer-first - builds strong relationships through understanding and anticipating customer needs.
• Collaborative and solutions-oriented - works well with cross-functional stakeholders and brings a constructive, positive mindset.

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 shareHolder
• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Hybrid working from day 1
• Work 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 - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!
*** Learn about HiBob's hybrid working model ***
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, so 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, covered/protected veteran status or any other federal, state or local protected class*(*US only).
Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [email protected] 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. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.