Head of US Customer Support & CX Strategy

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

Avantages offerts par ce poste

Equity (pre-IPO)

401(k) with 3% match

$2,500 referral bonus

Medical, dental, and vision coverage

Wellness stipend

Headspace membership

Hybrid NYC office

Birthday off

Home office allowance

Paid time off & holidays

Social impact days

Résumé du poste

HiBob is seeking a Head of Customer Support for the US to lead strategy, operations, and a high-performing US team within the Customer Experience organization. This role shapes the regional CS approach, collaborates with Product, Engineering, and Sales, and drives customer satisfaction for strategic and upmarket clients.

The position requires senior leadership experience, a proven ability to scale service delivery, and a track record of cross-functional influence in a NY metro hybrid work

Qualifications

• 7+ years of Customer Support/CX operations experience including significant people leadership and managing managers or multiple teams.
• Proven track record of scaling service delivery and building a culture of accountability and continuous improvement.
• Strong business judgment, executive presence, and stakeholder-management skills for senior levels.
• Experience shaping customer support models for strategic or upmarket customers, including workforce planning and organizational design.
• Experience driving cross-functional change and operating through ambiguity and high-pressure situations.

Responsabilités

• Own and execute the 1–3 year US Customer Support strategy, including regional priorities, operating model, segmentation, and an organizational roadmap, aligned with the global CX direction.
• Lead, coach, and develop the US Support organization, creating a high-performance culture with engagement, accountability, talent development, and succession planning.
• Own regional Support performance and customer experience across service levels, resolution quality, escalation management, customer satisfaction, and workforce planning.
• Build the Support model for strategic and upmarket customers, including Senior CX and Premium Support, and stronger collaboration with Customer Success.
• Represent the US Support perspective in senior cross-functional discussions with Product, Engineering, Operations, and global CX leadership.
• Lead regional Support transformation and adoption of global CX capabilities, AI, automation, and new service models.
• Partner with global CX leadership to translate practices into the US operating model and align with global direction.

Connaissances

People leadership

Strategic thinking

Stakeholder management

Operational excellence

Cross-functional leadership

Description du poste

HiBob is seeking a Head of Customer Support for the US to lead strategy, operations, and a high-performing US team within the Customer Experience organization. This role shapes the regional CS approach, collaborates with Product, Engineering, and Sales, and drives customer satisfaction for strategic and upmarket clients.

The position requires senior leadership experience, a proven ability to scale service delivery, and a track record of cross-functional influence in a NY metro hybrid work