Head of Customer Support (US)

HiBob•,

11h•$136,000 - $170,000•Hybrid

About The Position

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 the broader Customer Experience organization. As HiBob grows in the US, scales US Payroll, and moves further upmarket, this role has end-to-end accountability for the regional Support strategy and operating model, performance, the Support experience for strategic and upmarket customers, and partnership with Customer Success. The role partners with US leadership and global CX teams to identify customer and operational risks, shape priorities, and ensure the region has the capabilities required to succeed. The role is open only to candidates located in the New York Metro Area who are willing to work in the NYC office three days a week.

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.
Located in the New York Metro Area and willing to work in the NYC office three days a week.

Responsibilities

Own and execute the 1–3 year US Customer Support strategy, including regional priorities, operating model, segmentation, and organizational roadmap, aligned with global CX direction.
Lead, coach, and develop the US Support organization, building a high-performance culture focused on engagement, accountability, talent development, succession planning, and the multi-team leadership structure needed 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, ensuring 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 global CX direction and shared operating practices.