People Operations Partner (Senior HRBP)

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.

In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

Our People Team is dedicated to supporting, enabling, and building a high performing Krew. As a People Operations Partner (Senior-level) on the team, you’ll play a key role in driving operational excellence, championing employee experience, and scaling the programs that help our people thrive. You’ll be a strategic, consultative and hands-on partner to leaders and employees across the business, serving as the dedicated People Business Partner for our Sales and Marketing teams, as well as be a key collaborator within the broader Talent and People team.

You'll be responsible for:

• Serve as a strategic advisor and partner to managers, coaching leaders around team effectiveness, organizational alignment, and business goals

• Acting as the dedicated People Business Partner for our Sales and Marketing teams, building trusted relationships and supporting their org needs

• Influence and support leaders on key people practices including performance management, feedback, career development, and team health

• Design and deliver learning experiences such as manager development and team training initiatives

• Design, scale, and operationalize People programs across performance, engagement, compensation, benefits, immigration, and more in close collaboration with the People team

• Building strong, trusted relationships and acting as a resource, coach and advocate for our Krew

• Surface trends and insights from across the business to identify gaps or opportunities in our People practices and partner on solutions

• Partnering closely with our People Team on all things People Ops!

• Handle sensitive situations and information with discretion, empathy, and a high level of confidentiality

Your qualifications:

• You bring years of experience in a People/HR role, thriving in a fast-paced, high-growth environment

• You’re energized by being part of a collaborative team where your work drives real, company-wide impact

• You flourish in dynamic, evolving environments and bring structure without slowing momentum

• You approach challenges with curiosity and creativity, guiding others to thoughtful, effective solutions

• You are excited about rolling up your sleeves and getting involved in multiple facets of the People function

• Ability to work from our NYC office, as needed

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.