Customer Experience Specialist

Customer Experience Specialist (Multiple Openings) 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, backed by our amazing team of Bobbers from across the globe – making us the choice HRIS for over 3,500 midsize and multinational companies. Job Description As a Customer Experience Specialist, you will act as a technical expert and escalation point within the CX team. You’ll combine advanced product knowledge, strong analytical skills, and efficient troubleshooting methods to resolve complex customer issues. Leveraging a deep understanding of the platform, integrations, and system configurations, you will ensure accurate, timely, and high‑quality support for customers. This role takes ownership of complex cases, partners with CX Engineers on technical investigations, and continuously improves 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. Location & Working Conditions 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. We love collaborating and connecting with our team members in‑person, and we hope you will too! Compensation Level 1: $62,000 – $81,000 Level 2: $85,000 – $110,000 Job Requirements 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. Job Benefits 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 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. #J-18808-Ljbffr