Customer Experience Team Leader

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

As a Customer Experience Team Lead, you will be responsible for managing a team of Customer Support Specialists, ensuring exceptional service delivery and customer satisfaction. You will play a pivotal role in tracking key performance indicators (KPIs), implementing process improvements, and handling customer escalations. Additionally, you will collaborate closely with Customer Success Managers (CSMs) and execute projects aimed at enhancing support processes and optimising ticket management.

Key Responsibilities:

• Lead and mentor a team of Customer Support Specialists, providing guidance and support to ensure high-quality service delivery.
• Track and analyse KPIs to monitor team performance and identify areas for improvement.
• Implement and optimise support processes to enhance efficiency and effectiveness.
• Handle customer escalations promptly and professionally, resolving issues to the satisfaction of all parties involved.
• Collaborate with CSMs to ensure a seamless customer experience and alignment between support and success initiatives.
• Execute projects aimed at improving support processes, reducing ticket resolution time, and enhancing overall customer satisfaction.
• Manage the queue of tickets, prioritising tasks and allocating resources effectively to meet service level agreements (SLAs).
• Conduct regular performance evaluations, provide feedback, and identify opportunities for professional development within the team.
• Stay updated on industry trends and best practices in customer support to continuously improve team performance and service delivery.

Requirements

• Proven experience in a customer support or customer service role, with at least 3 years of experience in a leadership or supervisory position.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals and targets.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders.
• Solid understanding of key customer support metrics and KPIs, with the ability to analyze data and drive performance improvements.
• Experience with SaaS platforms and technical troubleshooting, with a demonstrated ability to diagnose and resolve customer issues effectively.
• Experience with customer support software and tools (e.g., Zendesk, Asana) preferred.
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and business needs.

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 [email protected] 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.