Paul Theda

About Paul Theda

I\'m a CX Team Lead & Engineer sitting at the intersection of support, AI tooling, and engineering. My day-to-day involves building and managing AI-assisted support workflows, translating what agents and customers are experiencing into product and engineering roadmaps, and leading cross-functional programs that improve how teams operate at scale.

Experience

1. Customer Experience (Cx) Team Lead & Engineer

   HiBob

   Apr 2025 — Present · Seattle, WA, US

   Following Mosaic.tech\'s acquisition by HiBob, I lead CX engineering and team operations for the Bob Finance product within HiBob\'s global HCM platform.On the technical side I work closely with Engineering on complex cross-system troubleshooting across PostgreSQL, MySQL, Cursor, JavaScript, REST APIs, Datadog, Postman, Hoppscotch, Python, and DevTools — and contribute directly to complex triage leading to bug fixes and pre-release QA validation. I own our AI-assisted support tooling including chatbot management and internal GPT tools that have meaningfully improved team efficiency and reduced escalations.On the operational side I serve as the cross-functional bridge between CX, Product, Data, and Engineering — running prioritization discussions, designing escalation frameworks, and translating frontline customer experience into roadmap improvements. I also lead team onboarding, training programs, and day-to-day team management.

Education

• University of Washington

  Full Stack Web Development Bootcamp, Computer Science

• Washington State University

  Bachelor of Arts - BA, Double Major: MIS and Finance. Minor: Sport Management. Other Studies: Economics, Computer Science

  2015 — 2020