Senior Customer Experience Specialist

Come and be yourself 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. About the role We're looking for a Senior Customer Experience Specialist to join our Customer Experience team and own the investigation and resolution of some of our most complex customer issues. This role sits at the centre of Customer Experience and Engineering. You'll investigate complex technical issues, work directly with customers, partner closely with CX Engineering, and help ensure our customers receive thoughtful, timely resolutions. Every day is different. Some investigations can be resolved quickly, while others require deep investigation, multiple stakeholders and close collaboration across teams. If you enjoy solving complex problems, working in a fast-moving environment and continuously improving how things are done, we'd love to hear from you. Own complex customer escalations from investigation through resolution Partner closely with CX Engineering to diagnose issues and validate solutions Lead customer calls to gather information and communicate investigation progress Produce clear, high-quality investigations that accelerate Engineering resolution Prioritise multiple complex investigations simultaneously Build and maintain technical playbooks and knowledge articles Identify recurring issues and recommend process improvements Contribute to automation and AI initiatives across Customer Experience Mentor Customer Experience Specialists through complex investigations Collaborate closely with Product, Engineering and Customer Experience teams Requirements are often considered a measure of how equipped you are to do the job, but sometimes they aren't the only factor. If you don't meet every requirement listed below but believe you'd be successful in the role, we'd still love to hear from you. Essential experience: Experience in a Customer Experience, Technical Support, Customer Support, Professional Services or similar customer-facing SaaS role. Experience investigating and resolving complex customer issues, ideally within a high-volume support environment. Experience partnering with Engineering, Product or technical teams to diagnose issues and drive resolutions. Experience owning customer escalations from investigation through to resolution. Strong written communication skills, with the ability to document investigations clearly and communicate technical issues to different audiences. Experience leading customer conversations and managing challenging situations with confidence and empathy. Experience balancing multiple competing priorities while maintaining a high standard of customer service. Essential mindset: Calm and methodical when working through complex or ambiguous problems. Strong prioritisation skills, with the ability to manage a varied workload and make sound decisions under pressure. Naturally curious and motivated to investigate issues rather than applying quick fixes. Collaborative approach, with a genuine enjoyment of working across Customer Experience, Engineering and Product teams. Continuous improvement mindset, always looking for opportunities to improve processes, documentation and the customer experience. Comfortable working in a fast-paced environment where priorities can change throughout the day. High levels of ownership and accountability, taking responsibility for customer outcomes from start to finish. Strong customer empathy, balanced with sound technical judgement. Nice to have: Experience troubleshooting APIs, integrations or technical product configurations. Experience working with tools such as Zendesk, Salesforce or similar customer support platforms. Exposure to HR technology or other B2B SaaS products. Experience creating internal documentation, playbooks or knowledge base content. Experience using AI-powered support tools or contributing to automation initiatives. You'll work on some of the most technically challenging customer issues in the business, partner closely with Engineering, influence how Customer Experience operates, and help shape improvements that benefit both customers and the wider team. If you enjoy solving complex problems, collaborating across teams, and making a visible impact, this role offers the opportunity to do exactly that. Join our village 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 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 one Work from home set up cash allowance Temporary remote work from anywhere in the world for up to two months (after six months of employment) Bob Balance Days throughout the year Two Social Impact Days annually for volunteering Employee referral programme Pension scheme auto-enrolment from day one Regular company and team social events Birthday day off And beyond the benefits, you'll join a company where you'll have the opportunity to make a real impact, grow your career, challenge yourself and help shape the future of work. We're building a company where everyone can do their best work, grow their careers and be themselves along the way. We'd love for you to be part of it.