Head of US Customer Support & CX Strategy

Hibob Inc.; New York (NY); Hybride; USD 136 000 - 170 000; Plein temps

Avantages offerts par ce poste

Equity

401(k) with company match

Employee referral bonus

Health insurance

Wellness stipend

Headspace subscription

Hybrid NY metro office

Birthday off

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People leadership

Strategy development

Customer experience

Stakeholder management

Cross-functional collaboration

Description du poste

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.