Head Of Customer Support
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We are looking for a Head of Customer Support to lead and scale customer support operations for mobile applications. This hands-on leadership role combines day-to-day operational ownership with close collaboration across Product and Engineering to turn user feedback into meaningful product improvements. Responsibilities
- Lead and develop a customer support team while maintaining high standards for quality, speed, and empathy.
- Manage day-to-day support operations and continuously improve processes, standards, and workflows.
- Identify recurring user issues, complaints, and bugs and translate them into actionable insights.
- Collaborate with Product and Engineering teams to improve the user experience based on customer feedback.
- Implement automation and operational improvements to support a growing volume of customer interactions.
- Prioritize support initiatives based on their impact on users and the business.
- Proven experience in Customer Support within a technology product environment, preferably mobile apps or SaaS.
- Strong experience resolving complex or sensitive cases involving GDPR, data privacy, billing, refunds, chargebacks, or account security.
- Solid understanding of GDPR and data protection requirements in a customer support context.
- Experience managing high ticket volumes while maintaining quality and accuracy.
- Previous experience leading a Customer Support team, combined with a hands-on approach to daily operations.
- Valuable: experience with subscription or freemium products, AI-powered support tools or automation, QA or product operations, early-stage support scaling, and startup or scale-up environments.
- Salary range: Open salary depending on experience
- High-end equipment for the role.
- Permanent contract.
- High ownership and direct impact on product and user experience.
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