Senior CX Team Lead - Tech-Driven SaaS Support

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

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