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.
• Define, monitor, and optimize key support metrics, including first response time, resolution time
• Build and continuously improve support processes, including SLAs, escalation procedures, and
• Oversee customer cases involving subscription cancellations, refunds, billing disputes, and
• Develop and implement retention strategies within customer support, including save offers and

🎯 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.
• Strong understanding of customer support KPIs with a track record of improving performance.
• 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, and payment systems such as

🎁 Benefits

• Fully remote work with flexible hours.
• Full responsibility for the customer support function.
• Budget and autonomy to select support technologies and expand the team.
• 20 paid vacation days per year after probation.
• Five paid sick days per year.
• Professional autonomy to shape support strategy and implement new solutions.