Customer Experience Team Lead

Tel Aviv | Customer Success | Full-time

Job Description

About Hibob

Hibob is a vibrant, dynamic, happy place to work at. A start-up with an amazing culture, and bright and resourceful people in several locations all around the globe. It is a cloud-based people management solution. The platform ‘bob’ brings work to life. bob offers a beautiful way for employees to show their true colors and connect with each other – putting a sense of belonging at the heart of any company culture 

● Disruptive SaaS Organisation 

● Series C funded $274 M 

● Offices in New York, London, Tel-Aviv, Amsterdam, and Australia

Position Summary 

Hibob is seeking an experienced Customer Experience leader to join the global customer success team. The Team Leader of Customer Experience is responsible for ensuring top-quality solutions that exceed customer expectations and satisfaction. 

Learn more about the CS Department in the following link.

What will you do? 

  • The ability to develop a Tier 3 team
  • building and maintaining interfaces with R&D and Product teams
  • managing and prioritizing customer escalations
  • Provide best in class support to our customers
  • Own the department roadmap, milestones & KPI’s.
  • Lead cross-functional meetings with relevant departments.
  • Deep analytical skills and know-how to use KPIs to streamline processes and communicate across teams.
  • Build and sustain productive relationships with internal stakeholders and collaborate to continually improve the customer support experience
  • Handle customer escalations, complex, and ongoing problem situations.
  • Manage communication with cross-organization functions.
  • Promote and enforce support procedures and processes.

Requirements

  • 3+ years managing support teams from B2B SaaS companies.
  • Experience with building CS teams, infrastructure, processes, metrics, and KPI’s
  • Strong client-facing and communication skills
  • Great communications skills and leadership, managerial skills.
  • Team player– Ability to work as part of the company-wide department.
  • Ability to ask as well as answer meaningful and impactful questions, ability to turn complex concepts into actionable recommendations.

Why work with us

At Hibob we are committed to creating an excellent employee experience. Our employees, culture, and additional benefits all make bob a great place to work, come join us! We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a vibrant and fun office located in central Tel Aviv.

  • Company share options plan
  • We have a flexible hybrid working model 
  • Work from home allowance- to get your home office set up!
  • Payment for sick leave from the first day 
  • 2 Social Impact days per year for volunteering
  • Annual Headspace subscription and wellness benefits 
  • Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
  • 10 bis or cibus/wolt- you get to pick!
  • Transportation allowance 
  • Dog-friendly 
  • Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
  • Fun company and team social events (locally and virtually with our global teams)
  • Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter

Apply for this role