Head of Support

The role

You will lead a remote, multinational support team and own the support function for all products. You will manage support strategy, operations, and KPIs to impact retention and user experience.

What you will do

• Lead, coach and grow a remote, multinational support team
• Own support strategy and operations across all channels for Ultiself and Soob
• Set and own support KPIs and report on them to leadership
• Build and continuously improve processes including SLAs, escalation paths, and knowledge base
• Own subscription-related cases including cancellations, refunds, and billing disputes
• Design retention flows in support
• Turn support data into insights for Product and Marketing
• Choose, set up and optimize the support tool stack
• Plan and manage the department budget and headcount
• Ensure safe and careful handling of sensitive topics and user data

Required qualifications

• 5+ years in customer support
• 3+ years leading a support team (Head of Support, Support Manager or Team Lead of a team of 8+ people)
• Experience in B2C digital products with a subscription model
• Deep knowledge of support metrics and proven results in improving them
• Experience building support processes and documentation from scratch and scaling them
• Hands-on experience with support platforms and automation
• Understanding of payment processes including refunds, chargebacks and payment processors
• Strong data skills with Excel / Google Sheets and support analytics dashboards
• Strong leadership and communication skills
• Ability to work independently in a fast-paced environment
• Fluent English (C1+) written and spoken

Nice to have

• Experience managing a fully remote, distributed team across time zones
• Experience in wellness, health, fitness or mental wellbeing apps
• Experience implementing AI tools or chatbots in support
• Spanish as a second language

Benefits

• Fully remote work with flexible hours
• Full ownership of the support function
• Budget and freedom to choose tools and grow the team
• 20 paid vacation days per year (after probation)
• 5 paid sick days per year

Before you apply

• We will review your application within five working days
• If your background matches we will get in touch to set up a call

About the company

toogeza is a Ukrainian recruiting company focused on hiring talents and building teams for tech startups worldwide. The client is a fast-growing HealthTech company creating multiple products at the intersection of wellness and artificial intelligence.