Senior Customer Experience Specialist

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, all backed by our amazing 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.

Come and be you with us

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

Job Description

As a Senior Customer Experience Specialist for Premium Accounts, you will act as the primary support partner for our most strategic customers. You will combine deep product expertise with strong organisational and communication skills to ensure premium clients receive tailored, high-quality service. Through ongoing relationship management, proactive planning, and efficient issue resolution, you will help customers maximise value from our platform while driving satisfaction and retention.

Deliver exceptional support to premium customers by managing their requests with urgency, professionalism, and deep product knowledge - ensuring high satisfaction and long-term partnership.

Anticipate customer needs by maintaining success plans, preparing for key milestones and seasonal events, and coordinating with internal teams to provide a seamless experience across support and success touch-points.

Act as the voice of the customer internally, escalating key issues, contributing to product and process improvements, and sharing insights that enhance both customer outcomes and internal efficiency.

• 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.

• Serve as the main support point of contact for a portfolio of premium customers.

• Take ownership of incoming requests, ensuring prompt, accurate, and thoughtful responses.

• Proactively plan around customer seasonality, known pain points, and critical business events.

• Partner closely with CSMs and internal teams to ensure alignment and a seamless customer experience.

• Track and drive resolution of complex cases, acting as a liaison between customers and internal teams (Product, R&D, etc.).

• Escalate issues thoughtfully and follow through to resolution with clear customer communication.

• Contribute to and maintain success plans and communication trackers for key accounts.

• Identify trends, bugs, and product gaps from customer interactions and document them effectively.

• Actively contribute to the continuous improvement of processes, documentation, and internal workflows.

• Support CX team initiatives such as automation, knowledge sharing, and enablement.

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 ***

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.