Companies you'll love to work for

Customer Experience Engineer

Hibob

Hibob

Customer Service
London, UK
Posted on Sunday, June 9, 2024

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 3000 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 Monzo, Happy Socks, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

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.

About You

The Customer Experience Engineer serves as the technical backbone of the support team, specialising in handling 3rd-level support, research and development escalations, engineering tasks, and complex ticket resolution. This role requires a deep technical understanding of the product, the ability to troubleshoot complex issues, and the skills to develop and implement technical solutions that enhance customer success. The main goal is to improve the support team's efficiency and effectiveness and foster continuous learning and improvement. This approach ensures a forefront of technical support, empowered by a deep understanding of the product and equipped with the tools to provide exceptional customer service.

Roles and Responsibilities:

  • Primary Point of Contact: Serve as the primary point of contact for 3rd-level technical support, effectively resolving complex technical issues while ensuring that the resolution process enriches the knowledge base accessible to all support tiers.
  • Collaboration with R&D and Engineering: Collaborate with R&D and engineering teams on product issues, offering critical feedback, advocating for solutions, prioritising customer needs, and fostering a culture of customer-centric product development.
  • Complex Ticket Resolution: Tackle complex customer tickets with a solution-oriented approach, guaranteeing high customer satisfaction by leveraging in-depth product knowledge and a robust suite of support tools, including possible alternatives to mitigate short-term solutions.
  • Product Expertise: Develop and maintain expertise in the product's capabilities, advising on best practices, innovative strategies, and quick wins that can immediately benefit users and enhance overall product satisfaction.
  • Technical Projects: Lead technical projects and engineering tasks to enhance product functionality and address customer issues, including managing back-office tools to streamline customer experiences.
  • Knowledge Sharing: Facilitate knowledge sharing within the team and across departments, ensuring that valuable information and insights are readily available, improving customer support efficiency and product development.
  • Training and Empowerment: Empower and train second-level support experts by developing comprehensive training programs and resources, focusing on advanced problem-solving skills, product knowledge, and the effective use of support tools to ensure they can resolve a broader range of customer issues independently.

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.

Requirements:

  • Experience of hands-on experience in a technical support role, preferably in a B2B SaaS environment.
  • Deep understanding of log analysis, database querying, and the maintenance of technical support tools.
  • Familiarity with SQL and API troubleshooting.
  • Strong problem-solving skills with a proactive and independent approach to learning new technologies.
  • Excellent communication skills and ability to work collaboratively across departments.
  • Experience with support tools such as Slack, Salesforce, Asana, and Zendesk.

Preferred Qualifications:

  • Background in HR systems.
  • Knowledge of HTML/CSS.
  • Experience in leading cross-functional initiatives.
  • A data-driven approach to identify recurring issues and implement long-term solutions.
  • Strong time management and prioritization skills with a sense of ownership.

Why Join Us:

  • Be part of a dynamic and fast-paced environment where your technical skills can significantly impact.
  • Work with a passionate, collaborative team committed to delivering the best customer experience.
  • Opportunities for professional growth and development.

Join our village

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’re 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:

  • Company share options plan - every employee can eventually become a shareHolder
  • Cash allowance for health insurance
  • Annual vision allowance
  • Annual Headspace 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

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

***Learn about HiBob's hybrid working model***

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 hiring@hibob.io or speak to the recruiter when they arrange a call with you.

We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.