Senior Customer Experience Specialist (B2B SaaS)

Location: United Kingdom; hybrid, with two days per week based from the London office. Monday-Friday, 09:00-18:00.

Company

hirify.global provides a global HR platform that helps mid-sized businesses manage and engage their people.

What you will do

• Serve as the primary technical and strategic support contact for a portfolio of enterprise customers.
• Build detailed 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 and resolve complex configuration-heavy technical issues, providing clear and actionable guidance.
• Validate issues and create high-quality escalations for Product and Engineering while maintaining proactive communication.
• Identify recurring issues and contribute to knowledge content, playbooks, process improvements, AI, and automation initiatives.

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 and managing multiple complex relationships.
• Strong technical troubleshooting and investigation skills within a configurable software platform.
• Excellent written and verbal communication, including customer calls, training sessions, planning reviews, and live troubleshooting.
• Strong ownership, organisation, prioritisation, and collaboration skills across Customer Success, Product, Engineering, and Implementation.
• Ability to work a Monday-Friday, 09:00-18:00 schedule and attend the London office two days per week.

Nice to have

• Experience with HR technology or HRIS platforms.
• Exposure to APIs, integrations, technical investigations, or log analysis.
• 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.

Culture & Benefits

• Hybrid-working model from day one with a work-from-home allowance.
• Competitive compensation and a company share-options plan.
• Wellness and benefits allowance.
• Temporary remote working from anywhere in the world for up to two months.
• Four quarterly Bob Balance Days, a birthday day off, and two Social Impact days each year.
• Company and team social events with local and global teams.