Senior Customer Experience Specialist

HiBob; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working model

Home office allowance

Two Social Impact days

Employee referral programme

Bob Balance Days

Job summary

HiBob is seeking a Premium Support Specialist to lead the technical and strategic support for a portfolio of enterprise customers. You will understand each client’s HiBob setup, goals, stakeholders, and key HR cycles, providing proactive, consultative support to maximize Bob’s value.

You will own end-to-end support from issue resolution to preparation for compensation cycles, performance reviews, and module launches, working with Customer Success, Product, Engineering, and Implementation teams

Qualifications

• Proven experience in a customer-facing B2B SaaS role (e.g., Technical Support, Customer Experience, Implementation, or Professional Services).
• Experience supporting enterprise or strategic customers and managing multiple complex relationships.
• Strong technical troubleshooting within a configurable software platform.

Responsibilities

• Serve as the primary technical and strategic support contact for a portfolio of enterprise customers.
• Build detailed knowledge of each customer’s configuration, goals, stakeholders, seasonality, and critical business events.
• Run regular customer touchpoints to review priorities, open issues, upcoming product changes, and emerging risks.
• Lead hands-on planning ahead of critical events such as compensation cycles, performance reviews, year-end activity, and module rollouts.
• Deliver tailored training for new and existing customer admins to enable effective Bob usage.
• Investigate and resolve complex configuration-heavy technical issues and translate findings into actionable guidance.
• Maintain proactive communication during investigations, incidents, and business-critical moments.
• Balance reactive support with proactive account planning and longer-term priorities.
• Partner with Implementation and Customer Success teams during module rollouts for smooth go-lives.
• Identify recurring issues and contribute to knowledge content and process improvements.
• Help evolve the Premium Support offering by leveraging AI and automation to improve quality and efficiency.

Skills

Customer-facing SaaS

Technical troubleshooting

Consultative support

Stakeholder management

Cross-team collaboration

Proactive risk identification

Training and coaching

Documentation and knowledge sharing

Job description

Being a Bobber means bringing your whole self to work- whether you’re bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

About HiBob

HiBob is a fast-growing global HR platform helping mid-sized businesses transform how they manage and engage their people. Since 2015, we’ve supported thousands of companies worldwide with Bob - our modern, intuitive platform built to make work better for everyone.

At HiBob, we’re proud of the exceptional experiences we create for our customers and our people, who we affectionately call Bobbers.

About the role

As a Premium Support Specialist, you’ll be the dedicated expert and trusted partner for a portfolio of our most strategic enterprise customers.

This isn’t a traditional, reactive support role. You’ll act as an extension of your customers’ teams, developing a deep understanding of their HiBob configuration, business goals, key stakeholders, and critical HR cycles. You’ll combine technical troubleshooting with proactive, consultative support to help customers get the most from Bob and navigate important moments with confidence.

You’ll own the end-to-end support experience for your accounts - from resolving complex day-to-day issues to preparing customers for compensation cycles, performance reviews, year-end processes, and module launches. Working closely with Customer Success, Product, Engineering, and Implementation, you’ll ensure customers receive clear ownership, accurate guidance, and a consistently high-quality experience.

What you will bring

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.

What you will be doing

• Serve as the primary technical and strategic support contact for a portfolio of enterprise customers.


• Build detailed knowledge of each customer’s configuration, goals, stakeholders, seasonality, and critical business events.


• Run regular customer touchpoints to review priorities, open issues, upcoming product changes, and emerging risks.


• Lead hands-on planning and preparation sessions ahead of critical events such as compensation cycles, performance reviews, year-end activity, and module rollouts.


• Deliver tailored training for new and existing customer admins so they can use Bob confidently and effectively.


• Investigate and resolve complex, configuration-heavy technical issues, translating findings into clear and actionable guidance.


• Validate issues thoroughly and create high-quality escalations for Product and Engineering when required.


• Maintain clear, proactive communication throughout investigations, particularly during incidents or business-critical moments.


• Balance reactive support through the fast-track ticket queue with proactive account planning, customer meetings, and longer-term priorities.


• Act as an internal advocate for customers across Customer Experience, Customer Success, Product, Engineering, and Implementation.


• Partner with Implementation and Customer Success teams during module rollouts to support smooth, successful go-lives.


• Identify recurring issues, document patterns, and contribute to knowledge content, playbooks, and process improvements.


• Help evolve the Premium Support offering by sharing customer insight and finding thoughtful ways to use AI and automation to improve quality and efficiency.

This role follows a Monday-Friday schedule, 09:00–18:00, with 3 of these days based from our London office each week.

This is an opportunity to:

• Build meaningful partnerships with some of HiBob’s most strategic customers.


• Combine technical problem-solving with consultative customer ownership.


• Work on high-impact customer moments where great support makes a visible difference.


• Collaborate across Customer Success, Product, Engineering, and Implementation.


• Influence how our Premium Support offering evolves as HiBob continues to grow.


• Develop your career in technical expertise, enablement, product, customer strategy, or future leadership.

HiBob is a village filled with amazing people, and we’re especially proud of that. It’s a place where Bobbers can be themselves - about fun, dreams, and ambition just as much as precision, growth, and high performance.

Becoming a Bobber means you’ll receive:

• Competitive compensation and a company share-options plan.


• Wellness & Benefit allowance to spend on what matters to you.


• A hybrid-working model from day one.


• A work-from-home allowance to set up your home office.


• Two Social Impact days each year for volunteering.


• An employee referral programme.


• Temporary remote working from anywhere in the world for up to two months.


• 4 Bob Balance Days - an additional day off each quarter + your birthday off!


• Fun company and team social events, locally and virtually with our global teams.

Belonging at HiBob

Our success depends on our people, and we want HiBob to be a workplace where everyone feels a sense of belonging and can thrive. We’re committed to building a workforce that 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 or ethnicity, colour, national origin, religion, pregnancy, marital status, sexual orientation, gender identity or expression, age, disability, genetic information, military service, veteran status, or any other protected characteristic.

Please contact [e-mail] if you’d like to discuss any adjustments to our process. We want you to bring the best of you.