Head of Customer Support

Who you are

• 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

What the job involves

• 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
• 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

Benefits

• Company share options plan
• Flexible hybrid working model
• Work from home allowance: to get your home office set up how you like it
• Volunteering days: Two days each year to support your community
• Employee referral program paying up to $2,500 for each successful referral
• Work from anywhere: Temporary remote work from anywhere in the world for up to two months (after six months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob Balance Days: A company-wide long weekend at the beginning of each quarter (four additional days of leave)
• Generous annual leave allowance
• Pension scheme or savings plan
• Birthday day off: Take the day off and receive a special gift
• Private health coverage
• Cash allowance for health insurance
• Travel season ticket loan
• Headspace subscription to help look after your mental health