Head of Customer Support (US)

About HiBob
At HiBob, we believe people are the driving force behind every successful business. Our mission is to transform how modern companies manage their most valuable asset: their people. We empower HR teams and managers with intuitive, data-driven tools to connect, engage, develop, and retain top talent, helping organizations build cultures of growth and excellence.

Be Your Authentic Self with Us
At HiBob, individuality is celebrated and diversity is embraced. We encourage you to bring your whole self to work, with the freedom and confidence to do your best work in a supportive, inclusive environment. Whether you’re analytical or creative, outspoken or thoughtful, we value what makes you unique and the perspective you bring.

Your Impact
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.

**Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office 3 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!- 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.