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 including recruitment onboarding
• Define monitor and optimize key support metrics including first response time resolution time
• Build and continuously improve support processes including SLAs escalation procedures response
• 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 platforms
• Practical understanding of subscription billing refunds chargebacks payment processors and payment

🎁 Benefits

• Fully remote work with flexible hours supporting autonomy and work-life balance.
• Leadership and ownership with full responsibility for the customer support function.
• Budget and autonomy to select suitable support technologies improve workflows and expand the team.
• 20 paid vacation days per year following successful completion of the probationary period.
• Five paid sick days per year.
• Professional autonomy to shape support strategy introduce new processes and implement innovative