Twelve Years at idibu: Scaling Customer Success on an Evolving Platform

Staying with one company for over a decade doesn’t happen by chance. It’s usually a mix of timing, people, and the opportunity to keep growing as the business evolves around you.

Next month, Jen Parker (Senior Customer Success & Support Manager - Europe & US) marks 12 years at idibu. In that time, the platform has scaled dramatically, customer needs have become more complex, and customer success has moved from “support function” to strategic differentiator.

We sat down with Jen to talk about what first drew her to idibu, what’s kept her here for over a decade and what great customer support really looks like in rec tech.

What first brought you to idibu, and what made you stay?

My husband and I moved to Barcelona in 2014, and I was initially drawn to idibu because of the intersection between problem-solving, people, and recruitment.

Having spent around 15 years working in recruitment, I felt I had the right background to make a genuine impact. What’s kept me here is the people, the culture, and the pace of learning. It’s been fab; I’ve never stood still. I’ve had the space to grow, take on more responsibility, and help shape how we support customers as the company has evolved and scaled.

How would you describe your role to someone outside the industry?

At its core, my role is about helping recruitment businesses get real value from the technology they rely on every day.

That means solving problems, translating technical complexity into plain English, and acting as a trusted partner. It’s not just about fixing things when they break, but about helping customers work smarter. A big part of the role is also motivating and inspiring our team, so we continue to raise the standard of service we provide.

What’s the best part of the job -  the thing that still motivates you after a decade?

It's the people - both customers and colleagues. No two days are the same, and there’s a lot of satisfaction in helping someone through a challenge and seeing them come out the other side feeling confident and empowered.

I’m also really motivated by continuous improvement. I enjoy refining processes, mentoring the team, and constantly raising the bar on what great service should look like.

Is there a moment or project you’re particularly proud of from your time at idibu?

I’m particularly proud of the work I’ve done helping to shape our onboarding and overall customer journey as the platform has grown.

Supporting key accounts through complex challenges and seeing long-term partnerships come from that work has been incredibly rewarding. I’m also proud of the role I’ve played in helping new team members onboard successfully and grow into their roles.

What’s one thing most people don’t realise about your role in rec tech?

My role in rec tech isn't just reactive. It’s also strategic. 

You need a strong understanding of recruitment workflows, integrations, commercial pressures, and customer goals. Technology isn’t black and white; it lives in the grey. It’s shaped by context, people, trade-offs, and timing. What works brilliantly in one situation might fall flat in another. Good tech decisions aren’t about right or wrong answers, but about choosing the most appropriate solution for that moment.

How has idibu changed since you first joined? Any standout memories from the early days?

The scale has changed massively. More customers, more integrations, and far greater complexity. But the collaborative spirit has stayed the same.

In the early days, things were much more hands-on (and probably a bit scrappy), which created a real sense of ownership. I loved that mindset, and it’s shaped how I work today. I still approach my role as if I’m running my own business.

In your role, you speak to a lot of customers. What’s the most rewarding type of feedback you get?

Cliché as it sounds, service really is king (or queen) for me.

Hearing customers say they feel genuinely supported, listened to, and confident using the platform is incredibly rewarding, especially when they’ve come from poor experiences elsewhere and started with low expectations. Knowing they reach a point where they can’t imagine working without idibu is what truly motivates me.

What skill or habit has been most useful to you working in support for so long?

Active listening. Taking the time to really understand what someone is trying to achieve, not just the issue they're reporting, makes all the difference. And staying calm under pressure never hurts either.

What do you think is the biggest misconception people have about successful teams?

That success is about keeping customers calm. It’s not. It’s about keeping them moving forward.

What’s something you’ve learned in the last 12 years that you wish you’d known sooner?

You don’t need to have all the answers straight away. 

Asking the right questions is often far more powerful. Stepping back to see the bigger picture makes you better at the job in the long run.

And outside of work, what do you enjoy doing?

I’m partial to a glass of red, or five! 

I love spending time outdoors with my two dogs, and I’ve recently relocated back to the UK after 11.5 years in Spain. In what can only be described as questionable timing, I decided during a British winter to train for the London Marathon in April.

I’m also a sucker for anything style-related, whether that’s interiors or fashion, and travel is one of my biggest passions. I’ve been lucky enough to live in Italy, Spain, Israel, Denmark, and the US - all experiences that have shaped my worldview and how I connect with people.

Finally, if you had to sum up your decade at idibu in three words?

Good people. Growth. Caffeinated. 

Why this matters for idibu customers

Jen’s 12-year journey at idibu isn’t just about longevity. It reflects how customer success is embedded into how the platform evolves and how clients are supported long after implementation.

For customers, that means working with a team that understands recruitment workflows in real-world conditions.. It means practical guidance through complex integrations, support that looks ahead rather than simply reacting, and a partnership mindset focused on long-term value.

If you’re reviewing your current rec tech setup, or want to understand what strong customer support should actually look like in practice, book a discovery call with idibu.