Senior Customer Experience Specialist (B2B SaaS)

Location: Hybrid in the UK, with two days per week based at the London office; Monday–Friday, 09:00–18:00.

Company

hirify.global provides a global HR platform for mid-sized businesses, helping them manage and engage their people through its Bob software.

What you will do

• Act as the primary technical and strategic support contact for a portfolio of enterprise customers.
• Build knowledge of customer configurations, goals, stakeholders, seasonality, and critical business events.
• Lead customer touchpoints, planning sessions, training, and preparation for compensation cycles, performance reviews, year-end activity, and module rollouts.
• Investigate configuration-heavy technical issues, validate findings, provide actionable guidance, and escalate issues to Product and Engineering when needed.
• Coordinate with Customer Success, Product, Engineering, and Implementation teams to support successful go-lives and advocate for customers.
• Identify recurring issues and improve knowledge content, playbooks, processes, AI usage, and support automation.

Requirements

• Proven experience in a customer-facing B2B SaaS role, such as Technical Support, Customer Experience, Implementation, or Professional Services.
• Experience supporting enterprise or strategic customers while managing multiple complex relationships.
• Strong technical troubleshooting and investigation skills within a configurable software platform.
• Consultative, proactive support experience, including anticipating customer needs and reducing risk.
• Excellent written and verbal communication, including leading customer calls, training sessions, planning reviews, and live troubleshooting conversations.
• Ability to explain complex technical concepts clearly to HR leaders, operations teams, technical administrators, and internal stakeholders.
• Strong ownership, organisation, prioritisation, and independent decision-making skills in complex and ambiguous situations.
• Experience collaborating with Customer Success, Product, Engineering, and Implementation teams.
• Process-improvement mindset with an interest in documentation and knowledge sharing.

Nice to have

• Experience with HR technology or HRIS platforms.
• Exposure to APIs, integrations, technical investigations, or log analysis; deep engineering expertise is not required.
• Experience with Zendesk, Asana, Salesforce, Slack, Jira, or similar tools.
• Experience delivering customer training, QBRs, or proactive planning sessions.
• Experience creating knowledge-base content, internal playbooks, or operational documentation.
• Interest in AI platforms, support automation, and emerging tools that improve customer experience.

Culture & Benefits

• Permanent hybrid employment with a Monday–Friday schedule and two London office days per week.
• Competitive compensation, company share-options plan, wellness and benefits allowance, and work-from-home allowance.
• Temporary remote working from anywhere in the world for up to two months.
• Four Bob Balance Days, an additional quarterly day off, and a birthday day off.
• Social Impact days, referral programme, and local and virtual company events.
• Opportunities to develop in technical expertise, enablement, product, customer strategy, or future leadership.