Head of Support

This is a fully remote position, open to applicants in Europe.

📋 Description

• Lead, mentor, and expand a remote, diverse support team, encompassing hiring, onboarding, scheduling, performance evaluations, and career advancement.

• Take charge of support strategy and operations across various channels including email, in-app chat, and app store responses for Ultiself and Soob.

• Establish and monitor support KPIs such as first response time, resolution time, CSAT, ticket volume per user, refund rate, and chargeback rate.

• Develop and enhance SLAs, escalation procedures, macros, QA scoring, knowledge base, and internal documentation.

• Oversee subscription-related cases including cancellations, refunds, billing disputes, and chargeback prevention.

• Create retention strategies including save offers, win-back scripts, and tracking cancellation reasons.

• Transform support data into actionable insights for Product and Marketing teams.

• Select, set up, and optimize support tools like Zendesk, Front, Intercom, or similar, incorporating automation and AI-assisted responses.

• Plan and manage departmental budget and staffing.

• Ensure the secure handling of sensitive health and alcohol-use topics along with user data.

• Address complex or escalated cases as necessary.

⛳️ Requirements

• A minimum of 5 years in customer support.

• At least 3 years of experience leading a support team, serving as Head of Support, Support Manager, or Team Lead for a team of 8 or more individuals.

• Background in B2C digital products with a subscription model, including mobile applications, SaaS, or e-commerce subscriptions.

• In-depth understanding of support metrics and a proven record of enhancing CSAT, first response time, refund rates, and related indicators.

• Experience in creating support processes and documentation from the ground up and scaling them effectively.

• Practical experience with support platforms like Zendesk, Front, Intercom, or similar, as well as automation tools.

• Knowledge of refunds, chargebacks, and payment processors such as Stripe, PayPal, App Store, and Google Play billing.

• Strong analytical skills with Excel, Google Sheets, and support analytics dashboards.

• Excellent leadership and communication abilities; capable of working independently in a dynamic environment.

• Fluent in English (C1+ level), both written and spoken.

🏝️ Benefits

• Fully remote work with flexible working hours.

• 20 paid vacation days annually (after probation period).

• 5 paid sick days each year.

• Complete ownership of the support function and a direct influence on retention and revenue.

• Budget and autonomy to select tools and expand the team.

• A rapidly growing team and impactful products that assist individuals in developing healthier habits.