Customer Experience Team Leader

New York | 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? 

  • 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.

This role will be reporting to the Global Director of Customer Success




Requirements

  • 2+ years of experience in Customer Support leadership roles from B2B SaaS companies.
  • Experience with building CS teams, infrastructure, processes, metrics, and KPI’s
  • Experience in leading a growing CS team in an exciting and fast-paced environment.
  • 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. 

***Our employees work hybrid

Why Work With Us

At Hibob we are committed to creating an excellent employee experience. Our bobbers, 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 beautiful office located in NYC and remote bobbers coast to coast.

  • Stock options at a high-growth unicorn startup
  • 100% subsidized medical, dental, and vision coverage for employees
  • 401(k) with a 3% company match starting from Day 1
  • Hybrid working model for bobbers in the NY metro area
  • Work from home allowance to get your home office set up!
  • Temporary remote work-from-anywhere in the world for up to 2 months after 6 months of employment
  • Annual Headspace subscription and wellness benefits
  • Two social impact days per year for volunteering
  • Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
  • Employee referral program - $2,500 bonus for each successful referral with an additional ambassador bonus
  • Fun and frequent social events (in-person and virtual)
  • We love birthdays - take the day off and receive a special gift 
  • Dog-friendly office

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