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of North America Support","https://www.glassbox.com/careers/4894478101/head-of-north-america-support/usa-remote/","careers/4894478101/head-of-north-america-support/usa-remote","2026-06-11T06:27:12+01:00","jobPosts_default_Entry",{"title":790,"description":791,"advanced":792,"social":793},"Head of North America Support - Glassbox","Join our dynamic team as a Head of North America Support. We're seeking talented individuals to drive innovation and achieve excellence. Explore exciting career opportunities and grow with us. Apply today.",{"canonical":11},{"twitter":794,"facebook":795},{"title":790,"description":791,"image":11},{"title":790,"description":791,"image":11},"\u003Cdiv class=\"content-intro\">\u003Ch3>\u003Cstrong>The Company\u003Cbr />\u003C/strong>\u003C/h3>\n\u003Cp>Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.\u003C/p>\n\u003Cp>Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.\u003C/p>\u003C/div>\u003Ch3>The Opportunity\u003C/h3>\n\u003Cp>The Director of Customer Support in North America will serve as a pivotal executive leader overseeing the US Support ecosystem, which comprises our \u003Cstrong>US Tier 1 Customer Support Engineers \u003C/strong>(high-volume, scaled tier) and our \u003Cstrong>Dedicated Customer Support Engineers \u003C/strong>(high-touch technical experts assigned to our most strategic global accounts).\u003C/p>\n\u003Cp>In this role, you will balance operational efficiency, technical excellence, and customer satisfaction while driving organizational transformation. You will not only manage regional operations but also serve as a key strategic partner in shaping our global support experience. You will lead initiatives that align with long-term company growth, including leveraging AI capabilities throughout the support delivery experience. You will leverage automation and intelligent workflows to optimize efficiency while preserving the high-touch, white-glove service required for large strategic accounts.\u003C/p>\n\u003Ch3>\u003Cstrong>What You Will Do\u003C/strong>\u003C/h3>\n\u003Ch4>\u003Cstrong>Global Strategy & Organizational Transformation\u003C/strong>\u003C/h4>\n\u003Cul>\u003Cli>\u003Cstrong>Strategic Experience Design:\u003C/strong> Partner closely with the VP of Customer Support to design, execute, and scale the overarching vision for the global support organization.\u003C/li>\n\u003Cli>\u003Cstrong>Dual-Track Operational Excellence:\u003C/strong> Standardize and optimize two distinct customer journeys: the high-volume, automation-driven Tier 1 support and the high-touch, strategic account support model.\u003C/li>\n\u003Cli>\u003Cstrong>AI-Driven Transformation:\u003C/strong> Lead the design and implementation of AI-enabled workflows across both the frontline and dedicated support tiers. 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Capable of discussing architecture with CTOs\u003C/li>\n\u003Cli>\u003Cstrong>Business Value Mindset:\u003C/strong> Understanding business case and ROI concepts. Capable of discussing functional tradeoffs with the customer value owner / sponsor.\u003C/li>\n\u003Cli>\u003Cstrong>Change Management Mastery:\u003C/strong> Demonstrated success leading organizations through periods of structural changes, or digital transformations.\u003C/li>\n\u003Cli>\u003Cstrong>Global Mobility:\u003C/strong> Ability and willingness to travel internationally at least annually to our international hubs.\u003C/li>\n\u003C/ul>\u003Ch4>\u003Cstrong>Preferred\u003C/strong>\u003C/h4>\n\u003Cul>\u003Cli>\u003Cstrong>Global Scope:\u003C/strong> Prior experience working within a global matrixed organization or managing cross-border initiatives.\u003C/li>\n\u003Cli>\u003Cstrong>Data-Driven Experience:\u003C/strong> Mastery of using advanced data analytics and BI tools to forecast organizational needs, justify headcount, and present operational health to executive leadership.\u003C/li>\n\u003Cli>\u003Cstrong>Program Architecture:\u003C/strong> Experience designing and optimizing a Premier/Dedicated Support program .\u003C/li>\n\u003C/ul>\u003Cdiv class=\"content-conclusion\">\u003Cp>At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply.\u003Cbr />If this role excites you and you're motivated to make an impact - we'd love to hear from you, even if you don't meet every listed qualification.\u003C/p>\u003C/div>","4894478101","USA - Remote - Customer Success - Full-time - Senior",[800],{"type":801,"id":802,"heading":803,"slug":804,"formFields":805,"formHiddenFields":872,"formStyle":873,"formIntegrations":874,"disclaimerText":877,"formRedirect":878},"forms_integrated_Entry","1311463","Apply for this position","job-application-head-of-north-america-support",[806,813,818,823,828,834,839,845,848,854,858,863,867],{"row":807},[808],{"type":809,"fieldLabel":810,"fieldKey":811,"required":812,"hiddenBy":11},"row_text_BlockType","First Name*","first_name",true,{"row":814},[815],{"type":809,"fieldLabel":816,"fieldKey":817,"required":812,"hiddenBy":11},"Last Name*","last_name",{"row":819},[820],{"type":809,"fieldLabel":821,"fieldKey":822,"required":812,"hiddenBy":11},"Email*","email",{"row":824},[825],{"type":809,"fieldLabel":826,"fieldKey":827,"required":812,"hiddenBy":11},"Phone*","phone",{"row":829},[830],{"type":831,"fieldLabel":832,"fieldKey":833,"required":812,"hiddenBy":11},"row_file_BlockType","Resume*","resume",{"row":835},[836],{"type":837,"text":838,"hiddenBy":11},"row_info_BlockType","Files accepted .docx .doc .pdf",{"row":840},[841],{"type":831,"fieldLabel":842,"fieldKey":843,"required":844,"hiddenBy":11},"Cover Letter","cover_letter",false,{"row":846},[847],{"type":837,"text":838,"hiddenBy":11},{"row":849},[850],{"type":851,"fieldLabel":852,"fieldKey":853,"required":844,"hiddenBy":11},"row_url_BlockType","LinkedIn Profile","question_9083393101",{"row":855},[856],{"type":837,"text":857,"hiddenBy":11},"Please provide the full URL e.g. https://www.linkedin.com/in/your-handle",{"row":859},[860],{"type":851,"fieldLabel":861,"fieldKey":862,"required":844,"hiddenBy":11},"Website","question_9083394101",{"row":864},[865],{"type":837,"text":866,"hiddenBy":11},"Please provide the full URL e.g. https://www.domain.com",{"row":868},[869],{"type":870,"text":871,"hiddenBy":11},"row_submitButton_BlockType","Apply",[],"standard",[875],{"type":876},"formIntegrations_greenhouse_BlockType","Please review our privacy practices: \u003Ca href=\"https://www.greenhouse.io/privacy-policy\" target=\"_blank\" rel=\"noreferrer noopener\">read privacy policy\u003C/a>",[879],{"redirectUrl":880},"https://www.glassbox.com/careers/thank-you/",[882],{"id":883,"title":884,"type":801,"heading":885,"slug":886,"formFields":887,"formHiddenFields":898,"formStyle":873,"formIntegrations":899,"disclaimerText":901,"formRedirect":902},"912773","Referral Form","Refer a friend","referral-form",[888,895],{"row":889},[890,893],{"type":891,"fieldLabel":892,"fieldKey":822,"required":812,"hiddenBy":11},"row_email_BlockType","Email",{"type":831,"fieldLabel":894,"fieldKey":833,"required":844,"hiddenBy":11},"Resume",{"row":896},[897],{"type":870,"text":871,"hiddenBy":11},[],[900],{"type":876},"\u003Cp>By submitting this form, you consent to Glassbox storing and processing the personal information provided in accordance with our Privacy Policy\u003C/p>",[903],{"redirectUrl":880},1781156889162]