Head of Customer Support

Labhouse is a fast-growing startup that builds, launches, and scales its own AI & Productivity Apps, operating under a subscription-based business model.

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Based in Barcelona, Labhouse was founded by Andrés Bou and Horacio Martos (Co-Founders of SocialPoint).

We operate at the intersection of mobile technology, AI, and product-driven growth, with a strong focus on experimentation and performance.

Would you like to make an impact as part of a company that builds the best mobile apps used by millions of users worldwide? If so, discover your next challenge below.

About the Role:

We are looking for a Head of Customer Support to lead and scale our customer support function across our mobile apps. This role goes far beyond answering tickets: you will own the full support operation while playing a strategic role as the voice of the user within the company.

You will lead an initial team of 3 customer support, ensuring high-quality, fast, and empathetic support at scale. At the same time, you will act as a key bridge between Customer Support, Product, and Engineering, turning user feedback, recurring complaints, and reported bugs into actionable insights that drive product improvements.

This is a hands-on leadership role. You will be deeply involved in day-to-day operations, setting standards, improving processes, automating workflows, and continuously optimizing how we support tens of thousands of users.

About You:

Experience & background:

• Proven experience in Customer Support within a tech product, preferably mobile apps or SaaS.

• Strong track record resolving complex, high-sensitivity tickets, such as data privacy and GDPR requests (data access, deletion, consent), invoicing and billing issues, refunds and chargebacks, and account security cases.

• Solid understanding of GDPR and data protection requirements applied to customer support.

• Experience handling a good volume of tickets while keeping quality and accuracy high.

• Previous experience leading a customer support team of at least 3–4 people.

• Strong hands-on profile, comfortable being involved in daily operations, not just managing from a distance.

AI & automation:

• Proven hands-on experience designing and implementing AI-based automations in customer support, such as LLM-powered workflows, AI agents or chatbots, automated ticket triage and tagging, and AI-assisted responses.

• Experience with support platforms and their AI and automation capabilities (e.g., Zendesk, Intercom, Freshdesk) and with automation tools (e.g., Zapier, Make, n8n).

• Ability to measure the impact of automations on resolution time, deflection rate, and customer satisfaction.

Operational excellence:

• Ability to design, document, and continuously improve support processes and workflows, including clear escalation paths for legal, billing, and security cases.

• Experience defining SLAs, KPIs, and quality standards for customer support teams.

• Experience scaling or preparing a support team for growth.

Product & business mindset:

• Ability to identify recurring issues, bugs, and user complaints, and translate them into clear insights for Product and Engineering teams.

• Experience collaborating closely with Product Managers and Engineers to improve the user experience.

• Strong sense of prioritization and impact, understanding what really moves the needle for users and the business.

Leadership & communication:

• Experience managing remote and distributed teams, especially across different time zones.

• Excellent communication skills, with the ability to align support, product, and engineering stakeholders.

• High ownership, autonomy, and accountability.

Comunication

• Full professional proficiency in English (written and spoken).

• Spanish is a strong plus.

Nice to Have:

• Experience supporting subscription-based products or freemium models.

• Experience working with AI-powered tools or automations in customer support.

• Background in QA, product operations, or customer experience roles.

• Experience setting up or scaling support operations from an early stage.

• Experience working in startups or fast-paced scale-up environments.

What we Offer:

• Remote work from anywhere in Spain. If you are based in Barcelona, we would love for you