Descripción de la oferta
Labhouse is a fast-growing startup that builds, launches, and scales its own AI & Productivity Apps, operating under a subscription-based business model.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 to join us at the office (Barcelona Tech City) at least two days a week.- High-end equipment for your role.- Permanent contract with competitive compensation.- High ownership and real impact on product and user experience.- The opportunity to build, scale, and shape the customer support function from the ground up.You should Know:Labhouse is proud to be an equal-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them.Come join us and help us build a company that everyone is proud to be part of.#J-18808-Ljbffr
