Head of Support

Accountabilities: Customer Support Strategy and Operations: Own the overall customer support strategy and day-to-day operations across all products and communication channels, including email, in-app chat, and app store responses. Ensure a consistent, efficient, and customer-focused experience throughout the user lifecycle. Team Leadership and Development: Lead, coach, and grow a remote, multinational customer support team. Oversee recruitment, onboarding, scheduling, performance reviews, and career development while fostering accountability, collaboration, and continuous improvement. Performance Management and KPIs: Define, monitor, and optimize key support metrics, including first response time, resolution time, customer satisfaction (CSAT), ticket volume per user, refund rates, and chargeback rates. Provide regular performance reports and recommendations to leadership. Process Development and Quality Assurance: Build and continuously improve support processes, including service-level agreements (SLAs), escalation procedures, response templates, quality assurance frameworks, knowledge bases, and internal documentation. Subscription Management and Payment Issues: Oversee customer cases involving subscription cancellations, refunds, billing disputes, and chargebacks. Collaborate with finance teams and payment providers to resolve issues efficiently and reduce preventable revenue losses. Customer Retention and Recovery: Develop and implement retention strategies within customer support, including save offers, win-back communication, and systematic tracking of cancellation reasons to identify opportunities to improve subscription retention. Customer Insights and Cross-Functional Collaboration: Analyze support interactions to identify recurring customer concerns, product bugs, onboarding difficulties, and paywall issues. Share actionable insights with product and marketing teams to improve customer experience and business outcomes. Support Technology and Automation: Select, implement, and optimize support platforms such as Zendesk, Front, Intercom, or equivalent tools. Introduce automation, AI-assisted responses, and workflow improvements to increase productivity while maintaining service quality. Budget and Resource Planning: Manage the customer support department's budget, staffing levels, and resource allocation, ensuring the team can scale effectively as the user base and product portfolio expand. Sensitive Case and Data Management: Ensure the responsible handling of sensitive customer topics, including health and alcohol-related concerns, while maintaining appropriate privacy and data protection practices. Escalation Management: Remain hands-on when necessary by personally managing complex, high-priority, or escalated customer cases and ensuring appropriate resolutions. Requirements Professional Experience: At least five years of experience in customer support, including a minimum of three years leading a support team of eight or more people in a Head of Support, Support Manager, or Team Lead capacity. Subscription-Based Business Expertise: Proven experience supporting B2C digital products with subscription models, such as mobile applications, SaaS platforms, or subscription-based e-commerce businesses. Support Metrics and Performance Optimization: Strong understanding of customer support KPIs and a demonstrated track record of improving performance. Candidates should be able to share measurable results related to CSAT, first response time, resolution time, refund rates, or other relevant indicators. Process Development and Scaling: Experience building customer support processes, operational frameworks, and documentation from the ground up, then adapting them to support a growing customer base. Support Platforms and Automation: Hands-on experience with customer support tools such as Zendesk, Front, Intercom, or similar platforms, including workflow configuration, automation, and service optimization. Payments and Subscription Operations: Practical understanding of subscription billing, refunds, chargebacks, payment processors, and payment systems such as Stripe, PayPal, Apple App Store, and Google Play. Data Analysis and Reporting: Strong analytical skills and confidence working with Excel, Google Sheets, and customer support analytics dashboards to evaluate performance, identify trends, and guide operational decisions. Leadership and Communication: Excellent people management, coaching, organizational, and communication skills, with the ability to motivate distributed teams and manage competing priorities effectively. Independent and Strategic Mindset: A proactive, hands-on approach to problem-solving, with the ability to balance strategic planning and operational execution in a fast-paced, evolving environment. English Proficiency: Fluent written and spoken English at C1 level or above, enabling effective communication with customers, colleagues, and leadership. Preferred Qualifications: Experience managing fully remote teams across multiple time zones; previous work with wellness, health, fitness, or mental wellbeing applications; experience implementing AI tools or chatbots in customer support; and proficiency in Spanish are all considered advantages. Benefits Fully Remote Work: Work remotely with flexible hours, supporting autonomy and work-life balance. Leadership and Ownership: Take full responsibility for the customer support function and directly influence customer retention, satisfaction, and revenue performance. Tools and Team-Building Budget: Benefit from the budget and autonomy to select suitable support technologies, improve workflows, and expand the team as the business grows. Paid Vacation: Enjoy 20 paid vacation days per year following successful completion of the probationary period. Paid Sick Leave: Receive five paid sick days per year. Professional Autonomy: Have the freedom to shape support strategy, introduce new processes, and implement innovative solutions without unnecessary restrictions. Growth Opportunities: Join a rapidly expanding team where you can build scalable operations, develop leadership capabilities, and contribute to the evolution of AI-powered customer support. Meaningful Work: Help deliver digital wellness products designed to support healthier habits and improve users' everyday lives. Direct Business Impact: Play a central role in improving subscription retention, customer loyalty, service quality, and long-term business growth. Employment Type: Full-time, fully remote position.