Customer Experience Team Lead

Hibob; United Kingdom; On-site; GBP 70,000 - 110,000; Full time

Job summary

Hibob is seeking an experienced people leader to guide our Senior Customer Experience Specialists and elevate their role as technical leaders within our product pods. You will turn CX priorities into practical plans, coach colleagues, and ensure high standards across escalation and support delivery.

Reporting to the Head of Customer Experience, you will collaborate with Engineering and Product to drive improvements, leverage data to identify root causes, and foster a culture of ownership and

Qualifications

• Proven experience leading a technical support or CX team in a SaaS environment.
• Track record of improving team performance through coaching and accountability.
• Strong ability to convert broad priorities into actionable plans.

Responsibilities

• Lead Senior Customer Experience Specialists and develop them as technical leaders within product pods.
• Set technical standards and improve escalation processes in collaboration with Engineering and Product.
• Coach teams, own and improve CX delivery, supported by data and insights.
• Drive adoption of AI tools and automation to improve workflows and outcomes.

Skills

Leadership

Technical judgement

SaaS support

Coaching

Escalation management

AI tools adoption

Data-driven decisions

Stakeholder management

Change management

Job description

About the role

We're looking for an experienced people leader with strong technical judgement to lead our Senior Customer Experience Specialists and develop their impact as technical leaders within our product pods. Our Senior Specialists own complex investigations, set technical standards, coach colleagues and improve how we support our customers. You'll create the direction, structure and accountability that help them succeed, combining strong people management with a clear understanding of technical support delivery. Reporting to the Head of Customer Experience, you'll turn CX priorities into practical plans, lead improvements across teams and build a culture of ownership, curiosity and continuous learning.

What you'll bring

• Experience leading a technical support or customer experience team in a SaaS environment, including managing and developing senior individual contributors.
• A track record of improving team performance through clear expectations, effective coaching and consistent accountability.
• Strong technical judgement and confidence engaging with APIs, integrations, logs and structured troubleshooting.
• Experience improving escalation processes and working closely with Engineering and Product teams.
• Experience leading sensitive customer escalations, managing expectations and establishing consistent service standards.
• The ability to turn broad priorities into a practical plan, make decisions within your remit and sustain progress independently.
• Practical experience adopting AI tools or automation to improve support workflows, with curiosity to experiment, evaluate results and lead team adoption.
• Confidence using operational data and customer feedback to identify root causes, prioritise work and assess results.
• Strong communication and stakeholder management skills, including the ability to challenge constructively and build agreement across teams.
• Experience leading through change while maintaining trust, clarity and delivery.
• Experience supporting HR, payroll or other complex business software would be an advantage.

What success looks like

• Senior Specialists act as confident technical leaders within their pods, with clear ownership and visible development.
• Complex cases progress through strong investigation, sound judgement and timely decisions.
• Escalations are well evidenced, with fewer avoidable handovers and clearer accountability.
• Customers receive a consistent level of service, with clear communication, timely updates and confident ownership during escalations.
• Specialists become more capable through effective coaching and accessible technical knowledge.
• AI tools, automation and improvement initiatives deliver measurable benefits to customer experience, technical quality and team productivity.
• The team operates with clear priorities, consistent standards and a supportive, accountable culture.