Senior SaaS CX Specialist - Escalation & Tech Support

Hibob; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Company share options plan

Cash allowance for health insurance

Annual vision allowance

Annual Headspace subscription

Travel support

Work from home allowance

Temporary remote work from anywhere

Bob balance days

Social Impact days

Employee referral program

Pension scheme auto-enrolment

Fun company events

Birthday off with a gift

Job summary

A modern HR tech company in London is seeking a Senior Customer Experience Specialist to handle complex customer issues in a SaaS environment. You'll be working closely with engineering teams to resolve escalations and contribute to product improvements. Ideal candidates have strong technical troubleshooting skills, are customer-focused, and can communicate effectively. The position offers competitive benefits and a hybrid work model.

Qualifications

• 3+ years in a SaaS/technology customer-facing support role.
• Proven experience handling complex escalations.
• Familiarity with debugging and reproducing issues.

Responsibilities

• Serve as the escalation owner for complex or high-priority cases.
• Work with CX Engineers to debug, analyze, and validate issues.
• Maintain internal technical playbooks and knowledge resources.

Skills

Technical troubleshooting

Strong communication skills

Analytical mindset

Experience with APIs

Customer-first approach

Tools

Zendesk

Salesforce

Asana

Job description

A modern HR tech company in London is seeking a Senior Customer Experience Specialist to handle complex customer issues in a SaaS environment. You'll be working closely with engineering teams to resolve escalations and contribute to product improvements. Ideal candidates have strong technical troubleshooting skills, are customer-focused, and can communicate effectively. The position offers competitive benefits and a hybrid work model.