Descripción de la oferta
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. Requirements 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. #J-18808-Ljbffr
