Senior Customer Experience Specialist

Overview

Senior Customer Experience Specialist  a Senior CX Specialist, you will act as a technical expert and escalation point within the CX team, combining advanced product knowledge, strong analytical skills, and efficient troubleshooting to resolve complex customer issues. You will own 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 2-3 days a week.

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.

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.
• Strong technical troubleshooting skills (APIs, integrations, error logs, data analysis).
• 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.

• 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 set up your home office
• 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
• 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 ambassador bonus
• Fun and frequent social events (in-person and virtual)
• Birthday leave and gifts
• Dog-friendly office