Head Of Customer Support Jobs (NOW HIRING)

Remote/Hybrid

GM Global Technical Center - 7000 Bldg

Austin Technical Center - Austin Technical Center

Mountain View Technical Center - Mountain View Technical Center

Work From Home - United States

Full time

JR-202618951

Job Description

The Role:

We are seeking a strategic and results-oriented leader to define and advance the GM Energy customer experience across products, channels, and partners. This role will protect the current customer experience while preparing GM Energy for future generation products, Battery Storage Leasing, V2G, and future energy services. The ideal candidate can turn customer insight into action across GM.

Hybrid/Remote: This role is based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}.

What You’ll Do:

• Develop and implement a customer success and CX strategy that improves customer outcomes and supports scalable GM Energy growth.

• Define and Develop key customer journeys across current and future generation products, Battery Storage Leasing, V2G, installation, software, utilities, and Customer Care.

• Establish and monitor KPIs including CSAT, NPS, customer effort, time to resolution, case aging, and launch readiness.

• Analyze customer data and trends to identify risks, opportunities, and areas for improvement in customer experience.

• Advocate for customer needs across GM, influencing Product, Software, Sales, Installation, Leasing Partner, Utilities, Legal, Finance, Quality, and technology partners.

• Build, lead, mentor, and develop a high-performing team.

• Set clear performance objectives, provide regular feedback, and conduct performance reviews.

• Foster a culture of customer-centricity, continuous learning, and accountability within the team.

• Identify staffing needs and participate in the hiring process for the customer success department.

• Oversee the customer experience across the lifecycle, from onboarding and installation through activation, long-term ownership, care, and aftersales, including current product sustainment and transition to future products.

• Develop and implement scalable processes for customer engagement, including proactive outreach, business reviews, and issue resolution.

• Act as an escalation point for critical customer issues, working cross-functionally to ensure timely and effective resolution.

• Build and maintain strong relationships with key customer stakeholders, including executive-level contacts.

• Partner with Product, Software, Quality, and suppliers to incorporate customer and Care requirements into product roadmaps, stage gates, and launch readiness.

• Work with Marketing to develop customer success stories, case studies, and enablement materials.

• Lead CX transformation and platform readiness, including VOC/CSAT, CRM/OneCRM, telephony, dashboards, self-service, and AI-enabled support.

Your Skills & Abilities (Required Qualifications):

• Bachelor’s degree

• 7+ years of progressive experience in Customer Success, Customer Experience, service operations, transformation, or related fields, including leadership experience.

• Proven track record of developing and executing successful customer success strategies that drive retention and revenue growth.

• 5+ yrs of excellent leadership, coaching, and team-building skills.

• Exceptional communication and presentation skills, with the ability to persuade senior stakeholders and drive action across GM without relying on direct authority.

• Data-driven mindset with experience using CRM, VOC/CSAT, analytics, digital, or AI-enabled tools to improve customer and operational outcomes.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

What Can Give You a Competitive Advantage (Preferred Qualifications)

• MBA or advanced degree preferred.

• Experience scaling a customer success organization in a high-growth environment.

• A passion for customer success and a deep understanding of customer needs and behaviors.

• Experience with various customer engagement models.

• Experience working in a startup, high-growth, or energy-related environment, with a demonstrated ability to translate ambiguity into action and deliver measurable results.

Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.

• The salary range for this role is $160900-$246,500. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

• Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits:

• Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).

This role is based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}.

The selected candidate will be required to travel on a regular basis (25-50%) for this role.

This job may be eligible for relocation benefits.

This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

About GM

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Why Join Us

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

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Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire (https://search-careers.gm.com/en/how-we-hire) .

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We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

Our Company (https://search-careers.gm.com/en/working-at-gm/)

Our Culture

How we hire​​​​​​​ (https://search-careers.gm.com/en/how-we-hire/)

Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.

Explore our global locations (https://search-careers.gm.com/en/locations/)

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The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com .In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.