Head of Customer Support (US)

Hibob Inc.

New York (NY)

Hybrid

USD 136,000 - 170,000

Full time

33 hours ago

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Benefits offered by this job

Equity

401(k) with company match

Employee referral bonus

Health insurance

Wellness stipend

Headspace subscription

Hybrid NY metro office

Birthday off

Job summary

HiBob Inc. seeks a senior leader to own the US Customer Support strategy and operating model, guiding a high-performance team. The role partners with global CX, focuses on upmarket customer experiences, and oversees workforce planning and resource allocation.

The position requires 7+ years in customer support leadership, a track record of scaling service delivery, and strong cross- functional collaboration. The role features a hybrid NYC-based schedule with competitive compensation.

Qualifications

7+ years of relevant Customer Support, Customer Experience, Customer Success operations, or related experience with significant people leadership.
Proven track record of scaling service delivery and improving operational performance.
Strong business judgment, executive presence, and stakeholder-management skills.
Experience shaping customer support and service models for strategic or upmarket customers.
Experience driving cross-functional change in growth environments.

Responsibilities

Own and execute the 1–3 year US Customer Support strategy and operating model.
Lead, coach, and develop the US Support organization into a high-performance team.
Own regional Support performance, customer experience, and workforce planning.
Build the Support model for strategic and upmarket customers with strong CX alignment.
Represent the US Support perspective in cross-functional discussions with stakeholders.
Lead regional Support transformation and adoption of global CX capabilities, AI, and new service models.
Partner with global CX leadership to align US needs with global practices.

Skills

People leadership

Strategy development

Customer experience

Stakeholder management

Cross-functional collaboration

Job description

About HiBob

At HiBob, we believe people are the driving force behind every successful business. Our mission is to transform how modern companies manage their most valuable asset: their people. We empower HR teams and managers with intuitive, data-driven tools to connect, engage, develop, and retain top talent, helping organizations build cultures of growth and excellence.

Be Your Authentic Self with Us

At HiBob, individuality is celebrated and diversity is embraced. We encourage you to bring your whole self to work, with the freedom and confidence to do your best work in a supportive, inclusive environment. Whether you’re analytical or creative, outspoken or thoughtful, we value what makes you unique and the perspective you bring.

Your Impact

The Head of Customer Support, US is the senior regional leader responsible for the strategy, performance, and evolution of Support across HiBob’s US business, as part of HiBob’s broader Customer Experience organization.

As HiBob grows in the US, scales US Payroll, and moves further upmarket, the role goes beyond traditional Support leadership, with end-to-end accountability for the regional Support strategy, operating model, performance, the Support experience for strategic and upmarket customers, and partnership with Customer Success.

The role acts as a senior partner to US leadership and global CX teams, identifying customer and operational risks, shaping priorities, and ensuring the region has the capabilities required to succeed.

Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office 3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!

Job requirements

7+ years of relevant Customer Support, Customer Experience, Customer Success operations, or related experience, including significant people leadership and experience leading managers and/or multiple teams.
Proven track record of scaling service delivery, improving operational performance, and building a culture of accountability, engagement, and continuous improvement.
Strong business judgment, executive presence, and stakeholder-management skills, with the ability to balance customer, people, and business priorities and influence at senior levels.
Experience shaping customer support and service models for strategic or upmarket customers, alongside workforce planning, organizational design, and capacity management in a growth environment.
Experience driving cross-functional change and operating effectively through ambiguity, transformation, and high-pressure customer situations.

Job responsibilities

Own and execute the 1–3 year US Customer Support strategy, including regional priorities, operating model, segmentation, and organizational roadmap, aligned with the global CX direction.
Lead, coach, and develop the US Support organization, creating a high-performance culture with strong engagement, accountability, talent development, succession planning, and the multi-team leadership structure required as the business scales.
Own regional Support performance and customer experience across service levels, resolution quality, escalation management, customer satisfaction, workforce planning, capacity strategy, and allocation of approved Support resources.
Build the Support model for strategic and upmarket customers, including Senior CX, Premium Support, proactive engagement, and stronger partnership with Customer Success on customer risk and retention.
Represent the US Support perspective in senior cross-functional discussions with Customer Success, Product, Engineering, Operations, and global CX leadership, using Voice of Customer, operational data, and regional signals to influence priorities and drive measurable improvement.
Lead regional Support transformation and adoption of global CX capabilities, AI, automation, and new service models, with strong execution and sustained follow-through.
Partner with global CX leadership to translate global practices into the US operating model, identify unique regional needs and capability gaps, and determine which capabilities should sit in the US versus global or follow-the-sun delivery, while maintaining alignment with the global CX direction and shared operating practices.

Own and execute the 1–3 year US Customer Support strategy, including regional priorities, operating model, segmentation, and organizational roadmap, aligned with the global CX direction.
Lead, coach, and develop the US Support organization, creating a high-performance culture with strong engagement, accountability, talent development, succession planning, and the multi-team leadership structure required as the business scales.
Own regional Support performance and customer experience across service levels, resolution quality, escalation management, customer satisfaction, workforce planning, capacity strategy, and allocation of approved Support resources.
Build the Support model for strategic and upmarket customers, including Senior CX, Premium Support, proactive engagement, and stronger partnership with Customer Success on customer risk and retention.
Represent the US Support perspective in senior cross-functional discussions with Customer Success, Product, Engineering, Operations, and global CX leadership, using Voice of Customer, operational data, and regional signals to influence priorities and drive measurable improvement.
Lead regional Support transformation and adoption of global CX capabilities, AI, automation, and new service models, with strong execution and sustained follow-through.
Partner with global CX leadership to translate global practices into the US operating model, identify unique regional needs and capability gaps, and determine which capabilities should sit in the US versus global or follow-the-sun delivery, while maintaining alignment with the global CX direction and shared operating practices.

Base salaries for this role range from $136,000 - $170,000 per year.

As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission.

When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates’ depth of experience, their qualifications relative to incumbent employees, and their location-among other factors.

At HiBob, our people are at the heart of everything we do.

We’re building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a vibrant NYC office and remote teammates across the country, we’ve created an environment where people can be themselves, grow quickly, and make a real impact.

Joining HiBob means working alongside exceptional people while being supported with competitive compensation, comprehensive benefits, andpre-IPO equity,including the perks below.

Ownership & Financial

Equity in a global, high-growth HR tech SaaS leader
401(k) with a 3% company match effective the month following your start date
$2,500 employee referral bonus

Health & Wellbeing

Medical, dental, and vision coverage from day one
$1,920 annual wellness stipend to support your physical and mental wellbeing
Annual Headspace membership and expanded wellness benefits

Workplace Flexibility

Hybrid working model for Bobbers in the NY metro area
Temporary work from anywhere for up to 2 months per year (after 6 months)
Work-Life Balance
Generous paid time off and company holidays to rest, recharge, and enjoy
Bob Balance Days – 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Your birthday off — plus a special gift from us

Work From Home