Senior Customer Experience Specialist

TL;DR

Senior Customer Experience Specialist (Customer Support): Managing complex customer escalations and technical issues in a SaaS environment with an accent on troubleshooting APIs, integrations, and data analysis. Focus on leading investigations, collaborating cross-functionally, and driving continuous improvement in support operations.

Location: Hybrid in the United Kingdom

Company

hirify.global is a fast-growing SaaS company providing an intuitive HR platform for mid-size and multinational businesses worldwide.

What you will do

• Lead complex investigations and resolve high-impact technical issues.
• Collaborate with Engineering, Product, and R&D teams to diagnose and fix bugs.
• Manage high-severity customer escalations with calm and confidence.
• Maintain and improve internal knowledge bases and best practices.
• Drive automation and AI initiatives to enhance support efficiency.
• Mentor peers to raise technical expertise within the CX team.

Requirements

• Location: Hybrid role based in the United Kingdom
• Experience in SaaS or technology-based customer-facing roles.
• Strong technical troubleshooting skills including APIs and data analysis.
• Proven ability to manage complex escalations and collaborate with engineering.
• Clear communication skills for technical and non-technical audiences.
• Customer-first mindset with calm and analytical approach under pressure.

Culture & Benefits

• Competitive compensation and pre-IPO equity.
• Hybrid working model from day one with remote work allowance.
• Health insurance cash allowance and wellness benefits.
• Company share options and pension scheme auto-enrolment.
• Generous vacation, social impact days, and employee referral bonuses.
• Inclusive and diverse workplace committed to belonging and growth.