Senior Customer Experience Specialist (SaaS)

TL;DR

Senior Customer Experience Specialist (SaaS): Managing and resolving complex technical customer escalations at the intersection of CX and Engineering with an accent on deep investigation and cross-functional collaboration. Focus on diagnosing technical issues, partnering with Engineering to validate solutions, and building technical knowledge playbooks.

Location: Hybrid (United Kingdom)

Company

hirify.global is a modern HR technology platform designed to help companies manage their people and culture.

What you will do

• Own and resolve complex customer escalations from initial investigation through to final resolution.
• Partner closely with CX Engineering to diagnose technical issues and validate proposed solutions.
• Lead customer calls to gather necessary information and communicate investigation progress.
• Produce high-quality technical documentation and investigations to accelerate Engineering resolution.
• Build and maintain technical playbooks and knowledge base articles.
• Mentor other CX Specialists and contribute to AI-driven automation initiatives.

Requirements

• Experience in a customer-facing SaaS role such as Customer Experience, Technical Support, or Professional Services.
• Proven track record of investigating and resolving complex issues in a high-volume support environment.
• Experience partnering with Engineering and Product teams to drive technical resolutions.
• Strong written communication skills for documenting technical investigations clearly.
• Ability to lead challenging customer conversations with confidence and empathy.
• Must be based in the UK to support the hybrid work model.

Nice to have

• Experience troubleshooting APIs, integrations, or technical product configurations.
• Proficiency with Zendesk, Salesforce, or similar customer support platforms.
• Exposure to HR technology or B2B SaaS products.
• Experience creating internal documentation and playbooks.
• Familiarity with AI-powered support tools or automation initiatives.

Culture & Benefits

• Competitive compensation including pre-IPO equity and company share options.
• Cash allowances for health insurance and annual vision care.
• Wellness benefits including an annual Headspace subscription.
• Hybrid working model with a provided work-from-home setup allowance.
• Temporary remote work from anywhere in the world for up to two months per year.
• Additional time off through Bob Balance Days and Social Impact Days for volunteering.