Head of Customer Support (US)

Location: New York Metro Area, United States; must work from the NYC office 3 days per week in a hybrid model.

Base salary: $136,000–$170,000 per year.

Company

hirify.global provides intuitive, data-driven HR technology and SaaS tools that help modern companies connect, engage, develop, and retain talent.

What you will do

• Own and execute the 1–3 year US Customer Support strategy, including regional priorities, segmentation, operating model, and organizational roadmap.
• Lead, coach, and develop the US Support organization, including engagement, accountability, talent development, succession planning, and multi-team leadership.
• Own regional service performance and customer experience across service levels, resolution quality, escalations, satisfaction, workforce planning, capacity, and resource allocation.
• Build support models for strategic and upmarket customers, including Senior CX, Premium Support, proactive engagement, and partnership with Customer Success on risk and retention.
• Represent US Support in senior discussions with Customer Success, Product, Engineering, Operations, and global CX leadership using customer and operational data.
• Lead regional transformation and adoption of global CX capabilities, AI, automation, and new service models while aligning US needs with global delivery.

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 success scaling service delivery, improving operational performance, and building cultures of accountability, engagement, and continuous improvement.
• Strong business judgment, executive presence, stakeholder-management skills, and ability to balance customer, people, and business priorities while influencing senior stakeholders.
• Experience shaping support and service models for strategic or upmarket customers.
• Experience with workforce planning, organizational design, and capacity management in a growth environment.
• Experience driving cross-functional change and operating through ambiguity, transformation, and high-pressure customer situations.

Culture & Benefits

• Hybrid working model for employees in the NY metro area, with a vibrant NYC office and remote teammates across the United States.
• Temporary work from anywhere for up to 2 months per year after 6 months of employment.
• Competitive compensation, comprehensive medical, dental, and vision coverage from day one, and pre-IPO equity.
• 401(k) with a 3% company match, a $1,920 annual wellness stipend, Headspace membership, and expanded wellness benefits.
• Generous paid time off, company holidays, quarterly Bob Balance Days, birthday leave, and a home office allowance.
• Paid Social Impact days, frequent in-person and virtual events, and a dog-friendly office.