Senior CX Specialist — Escalation & Automation (Hybrid NYC)

HiBob; New York (NY); Hybrid; USD 66,000 - 90,000; Full time

Benefits offered by this job

Stock options

100% subsidized medical, dental, and vision coverage

401(k) with 3% match

Flexible working model

Work from home allowance

Social impact days

Job summary

A growing tech company in New York is seeking a Senior Customer Experience Specialist. You will leverage your technical expertise to resolve complex customer issues and collaborate closely with engineers and product teams. Ideal candidates will have at least 3 years in customer support roles, strong analytical skills, and the ability to communicate effectively with both technical and non-technical stakeholders. The position offers a hybrid work environment and generous benefits including stock options and extensive health coverage.

Qualifications

• 3+ years in a SaaS/technology customer-facing support role.
• Proven experience handling complex escalations in collaboration with engineering teams.
• Strong written and verbal communication skills. Composite skills for non-technical audiences.

Responsibilities

• Deliver advanced troubleshooting and resolution for complex cases.
• Partner with CX Engineers to investigate bugs and validate root causes.
• Collaborate with Product and R&D on escalated issues.

Skills

Technical troubleshooting

Problem-solving

Communication skills

Understanding of SaaS systems

Tools

Zendesk

Salesforce

Asana

Gong

Job description

A growing tech company in New York is seeking a Senior Customer Experience Specialist. You will leverage your technical expertise to resolve complex customer issues and collaborate closely with engineers and product teams. Ideal candidates will have at least 3 years in customer support roles, strong analytical skills, and the ability to communicate effectively with both technical and non-technical stakeholders. The position offers a hybrid work environment and generous benefits including stock options and extensive health coverage.