Senior Customer Experience Specialist

Senior Customer Experience SpecialistUK, United Kingdom · Permanent · HybridOverviewApplicationAbout this job Apply Share job Senior Customer Experience Specialist Come and be yourself with usBeing a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms.About the roleWe're looking for a Senior Customer Experience Specialist to join our Customer Experience team and own the investigation and resolution of some of our most complex customer issues.This role sits at the centre of Customer Experience and Engineering. You'll investigate complex technical issues, work directly with customers, partner closely with CX Engineering, and help ensure our customers receive thoughtful, timely resolutions.Every day is different. Some investigations can be resolved quickly, while others require deep investigation, multiple stakeholders and close collaboration across teams. If you enjoy solving complex problems, working in a fast-moving environment and continuously improving how things are done, we'd love to hear from you. What you'll do: Own complex customer escalations from investigation through resolutionPartner closely with CX Engineering to diagnose issues and validate solutionsLead customer calls to gather information and communicate investigation progressProduce clear, high-quality investigations that accelerate Engineering resolutionPrioritise multiple complex investigations simultaneouslyBuild and maintain technical playbooks and knowledge articlesIdentify recurring issues and recommend process improvementsContribute to automation and AI initiatives across Customer ExperienceMentor Customer Experience Specialists through complex investigationsCollaborate closely with Product, Engineering and Customer Experience teams What you'll bring: Requirements are often considered a measure of how equipped you are to do the job, but sometimes they aren't the only factor. If you don't meet every requirement listed below but believe you'd be successful in the role, we'd still love to hear from you.Essential experience:Experience in a Customer Experience, Technical Support, Customer Support, Professional Services or similar customer-facing SaaS role.Experience investigating and resolving complex customer issues, ideally within a high-volume support environment.Experience partnering with Engineering, Product or technical teams to diagnose issues and drive resolutions.Experience owning customer escalations from investigation through to resolution.Strong written communication skills, with the ability to document investigations clearly and communicate technical issues to different audiences.Experience leading customer conversations and managing challenging situations with confidence and empathy.Experience balancing multiple competing priorities while maintaining a high standard of customer service.Essential mindset:Calm and methodical when working through complex or ambiguous problems.Strong prioritisation skills, with the ability to manage a varied workload and make sound decisions under pressure.Naturally curious and motivated to investigate issues rather than applying quick fixes.Collaborative approach, with a genuine enjoyment of working across Customer Experience, Engineering and Product teams.Continuous improvement mindset, always looking for opportunities to improve processes, documentation and the customer experience.Comfortable working in a fast-paced environment where priorities can change throughout the day.High levels of ownership and accountability, taking responsibility for customer outcomes from start to finish.Strong customer empathy, balanced with sound technical judgement.Nice to have:Experience troubleshooting APIs, integrations or technical product configurations.Experience working with tools such as...