Senior Customer Experience Specialist

Job Description
About Us
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 3500 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for how people work today: globally, remotely, and collaboratively.
Come and be you 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.
What will you do?
As a Senior Customer Experience Specialist, you will act as a technical expert and escalation point within the CX team. You will combine advanced product knowledge, strong analytical skills, and efficient troubleshooting methods to resolve complex customer issues. By leveraging a deep understanding of the platform, integrations, and system configurations, you will ensure accurate, timely, and high-quality support for customers. Seniors are expected to take ownership of complex cases, partner with CX Engineers on technical investigations, and continuously improve technical workflows, documentation, and automation opportunities.

• Deliver advanced troubleshooting and resolution for complex cases, acting as the primary escalation point for high-severity or technically challenging issues.
• Partner with CX Engineers to investigate bugs, validate root causes, and provide structured feedback that improves product stability and customer outcomes.
• Contribute to the technical excellence of CX by maintaining documentation, identifying patterns in customer cases, and supporting efficiency initiatives like AI, automation, and tooling improvements.
• Collaborate with Product and R&D on escalated issues and feature requests.
• Maintain and expand internal technical playbooks and knowledge resources.
• Identify recurring customer issues and work with CX Engineers to design fixes or process improvements.
• Actively contribute to automation and AI initiatives that enhance support efficiency.

**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2-3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!**
Base salaries for this role range from $66,000 - $90,000 per year.
When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates' depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.
As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.
Job Requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren't the only factor. If you don't have nearly enough experience, or not all the skills, we'd still like to hear from you. This could be the perfect fit for you and us.
We want to hear from you if you have:

• 3+ years in a SaaS/technology customer-facing support role.
• Proven experience handling complex escalations in collaboration with engineering teams.
• Hands-on experience with system integrations and APIs, including troubleshooting and supporting clients through technical setups.
• Familiarity with tools like Zendesk, Salesforce, Asana, Gong, or similar.
• Comfort with debugging, reproducing issues, and testing edge cases.
• Strong written and verbal communication skills, with the ability to translate technical findings for non-technical audiences.
• Ability to thrive in a fast-paced, customer-centric environment.
• Advanced problem-solving and root cause analysis skills.
• Strong understanding of SaaS systems, data flows, and integrations.
• Proficient in using and interpreting APIs, logs, and system errors.
• Calm and composed approach to escalations; skilled at de-escalating tense situations.
• Analytical mindset with attention to detail; able to identify patterns and propose solutions.
• Efficient and AI-savvy - leverages tools to drive faster, higher-quality support.
• Customer-first and empathetic, ensuring clear, professional, and accurate communication.
• Collaborative team player, partnering across CX, Engineering, and Product.
• A Plus: Bilingual in Spanish, with the ability to support and engage customers in both
  English and Spanish

Benefits
Why work with us
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We have a beautiful office located in NYC and remote bobbers coast to coast. It's about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Stock options at a high-growth unicorn startup
• 100% subsidized medical, dental, and vision coverage for employees
• 401(k) with a 3% company match starting from Day 1
• Hybrid working model for bobbers in the NY metro area
• 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 - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Annual Headspace subscription and wellness benefits
• Two social impact days per year for volunteering
• Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
• Fun and frequent social events (in-person and virtual)
• We love birthdays - take the day off and receive a special gift
• Dog-friendly office

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!