Head of Support

📋 Description

• Own the overall customer support strategy and day-to-day operations across all products and
• Lead, coach, and grow a remote, multinational customer support team, overseeing recruitment
• Define, monitor, and optimize key support metrics, including first response time, resolution time
• Build and continuously improve support processes, including service-level agreements (SLAs)
• Oversee customer cases involving subscription cancellations, refunds, billing disputes, and
• Develop and implement retention strategies within customer support, including save offers, win-back

🎯 Requirements

• At least five years of experience in customer support, including a minimum of three years leading a
• Proven experience supporting B2C digital products with subscription models, such as mobile
• Strong understanding of customer support KPIs and a demonstrated track record of improving
• Experience building customer support processes, operational frameworks, and documentation from the
• Hands-on experience with customer support tools such as Zendesk, Front, Intercom, or similar
• Practical understanding of subscription billing, refunds, chargebacks, payment processors, and

🎁 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
• Tools and Team-Building Budget: Benefit from the budget and autonomy to select suitable support
• Paid Vacation: Enjoy 20 paid vacation days per year following successful completion of the
• Paid Sick Leave: Receive five paid sick days per year.
• Professional Autonomy: Have the freedom to shape support strategy, introduce new processes, and