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The Role
Lead and develop a technical Customer Experience team, overseeing hiring, coaching, performance, technical quality, escalations, service standards, and career development. Improve investigation and escalation processes, manage sensitive customer issues, and partner with Product and Engineering. Champion AI tools and automation, use operational data and customer feedback to identify improvements, and translate CX priorities into measurable plans that improve support quality, productivity, SLA performance, and customer satisfaction.
Summary Generated by Built In
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.
Job requirements
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.
Job responsibilities
What you'll do
Lead and develop the team
• Own hiring, onboarding, coaching, performance management and career development, growing Seniors
into confident technical leaders within their pods.
• Set clear expectations for delivery, technical quality and leadership; give regular feedback, address
performance gaps and follow through on development plans.
• Build a supportive, accountable culture where people challenge ideas, make decisions and take
ownership of results.
Own technical quality and escalation effectiveness
• Set investigation standards for complex cases, including APIs, logs, reproducible tests and clear
technical communication; coach Seniors to challenge hypotheses and own cases through resolution.
• Improve the escalation flow between Specialists, Seniors and CX Engineering, with clear responsibilities
and well-evidenced handovers.
• Manage priorities and capacity across casework, coaching and improvement work; use data and case
reviews to improve resolution times, SLA performance and escalation quality.
Set the standard for customer service
• Lead sensitive and high-impact customer escalations, coordinating with CX Team Leads, Customer
Success and CX Engineering to align actions, manage expectations and restore confidence.
• Define and uphold service standards for responsiveness, quality of answers, proactive updates and
follow-through, aligned with agreed SLAs and service commitments.
• Coach Seniors to recognise customer impact, assess urgency and communicate clear findings, next
steps and update timelines; turn complaints and service gaps into improvements.
Drive AI adoption, innovation and team capability
• Champion AI tools and automation in investigations, knowledge sharing and support workflows;
experiment, measure impact and scale improvements to quality, speed and customer experience.
• Build team capability through coaching, training and reusable guidance; help Seniors adopt new tools
confidently, validate AI outputs and apply sound judgement.
• Turn CX strategy into measurable improvements, identify opportunities independently and deliver
changes with Product and CX Engineering to reduce recurring customer friction; share progress, risks
and learning.
Benefits
HiBob is a village filled with incredible people, and we’re proud of that. It’s a place where Bobbers can truly be themselves. We’re about fun, dreams, and ambition just as much as we’re about precision, growth, and high performance.
Becoming a Bobber means joining a company that values you as a whole person. You’ll receive competitive compensation, benefits, and pre-IPO equity — alongside all of this:
Belonging at HiBob
Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce 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/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [email protected] or speak to the recruiter when they arrange a call with you.
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.
Job requirements
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.
Job responsibilities
What you'll do
Lead and develop the team
• Own hiring, onboarding, coaching, performance management and career development, growing Seniors
into confident technical leaders within their pods.
• Set clear expectations for delivery, technical quality and leadership; give regular feedback, address
performance gaps and follow through on development plans.
• Build a supportive, accountable culture where people challenge ideas, make decisions and take
ownership of results.
Own technical quality and escalation effectiveness
• Set investigation standards for complex cases, including APIs, logs, reproducible tests and clear
technical communication; coach Seniors to challenge hypotheses and own cases through resolution.
• Improve the escalation flow between Specialists, Seniors and CX Engineering, with clear responsibilities
and well-evidenced handovers.
• Manage priorities and capacity across casework, coaching and improvement work; use data and case
reviews to improve resolution times, SLA performance and escalation quality.
Set the standard for customer service
• Lead sensitive and high-impact customer escalations, coordinating with CX Team Leads, Customer
Success and CX Engineering to align actions, manage expectations and restore confidence.
• Define and uphold service standards for responsiveness, quality of answers, proactive updates and
follow-through, aligned with agreed SLAs and service commitments.
• Coach Seniors to recognise customer impact, assess urgency and communicate clear findings, next
steps and update timelines; turn complaints and service gaps into improvements.
Drive AI adoption, innovation and team capability
• Champion AI tools and automation in investigations, knowledge sharing and support workflows;
experiment, measure impact and scale improvements to quality, speed and customer experience.
• Build team capability through coaching, training and reusable guidance; help Seniors adopt new tools
confidently, validate AI outputs and apply sound judgement.
• Turn CX strategy into measurable improvements, identify opportunities independently and deliver
changes with Product and CX Engineering to reduce recurring customer friction; share progress, risks
and learning.
Benefits
HiBob is a village filled with incredible people, and we’re proud of that. It’s a place where Bobbers can truly be themselves. We’re about fun, dreams, and ambition just as much as we’re about precision, growth, and high performance.
Becoming a Bobber means joining a company that values you as a whole person. You’ll receive competitive compensation, benefits, and pre-IPO equity — alongside all of this:
- Cash allowance for health insurance and wellbeing
- Annual vision allowance
- 25 days annual leave
- Annual UnMind subscription and wellness benefits
- Travel support (cycle scheme and season ticket loans)
- Hybrid working from day 1
- Work from home allowance - to get your home office set up!
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
- 2 Social Impact days per year for volunteering
- Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
- Pension scheme auto-enrolment from day 1
- Fun company and team social events (locally and virtually with our global teams)
- We love birthdays - take the day off and receive a special gift
Belonging at HiBob
Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce 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/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).
Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [email protected] or speak to the recruiter when they arrange a call with you.
Skills Required
- Experience leading a technical support or customer experience team in a SaaS environment
- Experience managing and developing senior individual contributors
- Track record of improving team performance through expectations, coaching, and accountability
- Strong technical judgment and confidence with APIs, integrations, logs, and structured troubleshooting
- Experience improving escalation processes with Engineering and Product teams
- Experience leading sensitive customer escalations and managing expectations
- Ability to translate broad priorities into practical plans and sustain progress independently
- Practical experience adopting AI tools or automation to improve support workflows
- Ability to use operational data and customer feedback to identify root causes and assess results
- Strong communication and stakeholder management skills
- Experience leading through organizational change
- Experience supporting HR, payroll, or other complex business software
HiBob Compensation & Benefits Highlights
-
Healthcare Strength — Health coverage is portrayed as robust, with multiple U.S. medical plan options that can include $0 employee premiums, plus dental, vision, HSAs/FSAs, and mental‑health resources. Employee‑only coverage is described as fully subsidized in some cases.
-
Parental & Family Support — Parental leave is presented as competitive, offering 12 weeks of paid baby‑bonding leave in addition to applicable recovery or disability leave. A return‑to‑work program is also highlighted.
-
Leave & Time Off Breadth — Time off includes a broad mix of 20 PTO days, quarterly “Bob Balance Days,” volunteering time, paid holidays, sick leave, and a birthday day off. Feedback suggests these extras enhance rest and flexibility beyond standard vacation.
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The Company
What We Do
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 4000 midsize and multinational companies. Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Huel, What3words, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Why Work With Us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.
Gallery
HiBob Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We love collaborating and connecting with our team members in person and we hope you do too. Our team spends 2-3 days per week in our NYC office.
Typical time on-site:
2 days a week
