Head of Support

About the role

We are looking for a Head of Customer Support to own the support function for all our products. You will lead a remote, multinational team and be responsible for the full support experience: from the first ticket to a renewed subscription.

In a subscription business, support directly affects retention, refunds, chargebacks and app ratings. Your work will be measured not only by response time, but by how many users we keep and how they talk about us.

Responsibilities

* Lead, coach and grow a remote, multinational support team: hiring, onboarding, scheduling, performance reviews and career development.

* Own support strategy and operations across all channels (email, in-app chat, app store replies) for Ultiself and Soob.

* Set and own support KPIs — first response time, resolution time, CSAT, ticket volume per user, refund and chargeback rates — and report on them to leadership.

* Build and continuously improve processes: SLAs, escalation paths, macros, QA scoring, knowledge base and internal documentation.

* Own subscription-related cases: cancellations, refunds, billing disputes and chargeback prevention, in close cooperation with Finance and payment providers.

* Design retention flows in support: save offers, win-back scripts and cancellation reason tracking.

* Turn support data into insights for Product and Marketing: top contact reasons, bugs, paywall and onboarding issues.

* Choose, set up and optimize the support tool stack (Zendesk, Front, Intercom or similar), including automation and AI-assisted replies.

* Plan and manage the department budget and headcount as the user base grows.

* Ensure safe and careful handling of sensitive topics (health, alcohol use) and of user data.

* Stay hands-on when needed: handle complex or escalated cases yourself.

Requirements

* 5+ years in customer support, including 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 — mobile apps, SaaS or e-commerce subscriptions.

* Deep knowledge of support metrics and proven results in improving them (share numbers: CSAT, FRT, refund rate, etc.).

* Experience building support processes and documentation from scratch and scaling them.

* Hands-on experience with support platforms (Zendesk, Front, Intercom or similar) and automation.

* Understanding of payment processes: refunds, chargebacks and payment processors (Stripe, PayPal, App Store and Google Play billing).

* Strong data skills: confident 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.

What we offer

* Fully remote work with flexible hours.

* Full ownership of the support function and direct impact on retention and revenue.

* Budget and freedom to choose tools and grow the team.

* 20 paid vacation days per year (after probation) and 5 paid sick days per year.

* A fast-scaling team and meaningful products that help people build healthier habits.

Ready to join the team? Please submit your CV.

We’ll review your application within five working days, and if your background matches what we’re looking for, we’ll get in touch to set up a call and get to know each other better.