Join HiBob, a company dedicated to transforming how modern businesses manage their most valuable asset: their people. As the Head of Customer Support for the US, you will be responsible for the strategy, performance, and evolution of support across HiBob's US business. This role goes beyond traditional support leadership, with end-to-end accountability for the regional support strategy, operating model, performance, and the support experience for strategic and upmarket customers. You will act as a senior partner to US leadership and global customer experience teams, identifying customer and operational risks, shaping priorities, and ensuring the region has the capabilities required to succeed.
Develop and implement the regional Support strategy, operating model, and performance metrics to ensure high-quality service delivery.
Lead and manage the Customer Support team, providing guidance, coaching, and support to ensure team members are engaged and performing at their best.
Act 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.
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.
