At a Glance
- Tasks: Lead and scale customer support for AI-powered wellness products.
- Company: Join a fast-growing HealthTech company focused on digital wellness.
- Benefits: Enjoy remote work, flexible hours, and 20 paid vacation days.
- Other info: Opportunity for growth and autonomy in a dynamic environment.
- Why this job: Make a real impact on customer satisfaction and retention in a meaningful industry.
- Qualifications: 5+ years in customer support with leadership experience required.
The predicted salary is between 59400 - 72600 £ per year.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Support based in United Kingdom.
The Head of Support will lead and scale the customer support function for a portfolio of AI-powered wellness and Health Tech products.
This strategic leadership role combines operational excellence, team development, and customer experience management within a fast-growing subscription-based business.
You will oversee the entire support journey, from initial customer inquiries to subscription renewals, helping improve retention, reduce refunds, and strengthen customer satisfaction.
Leading a remote, multinational team, you will establish scalable processes, define performance standards, and introduce automation to improve efficiency and service quality.
You will also transform customer support data into actionable insights that inform product development, marketing strategies, and the overall user experience.
With ownership of support operations, technology, budgeting, and team growth, you will have a direct influence on customer loyalty and business performance.
This is an exciting opportunity for an experienced support leader who enjoys building high-performing teams, optimizing subscription experiences, and making a meaningful impact in digital wellness.
- Accountabilities
- Customer Support Strategy and
Operations: Own the overall customer support strategy and day-to-day operations across all products and communication channels, including email, in-app chat, and app store responses.
Ensure a consistent, efficient, and customer-focused experience throughout the user lifecycle.
- Team Leadership and
Development: Lead, coach, and grow a remote, multinational customer support team.
Oversee recruitment, onboarding, scheduling, performance reviews, and career development while fostering accountability, collaboration, and continuous improvement.
- Performance Management and KPIs: Define, monitor, and optimize key support metrics, including first response time, resolution time, customer satisfaction (CSAT), ticket volume per user, refund rates, and chargeback rates.
Provide regular performance reports and recommendations to leadership.
- Process Development and
- Quality
Assurance: Build and continuously improve support processes, including service-level agreements (SLAs), escalation procedures, response templates, quality assurance frameworks, knowledge bases, and internal documentation.
- Subscription Management and
- Payment
Issues: Oversee customer cases involving subscription cancellations, refunds, billing disputes, and chargebacks.
Collaborate with finance teams and payment providers to resolve issues efficiently and reduce preventable revenue losses.
- Customer Retention and
Recovery: Develop and implement retention strategies within customer support, including save offers, win-back communication, and systematic tracking of cancellation reasons to identify opportunities to improve subscription retention.
- Customer Insights and Cross-Functional
Collaboration: Analyze support interactions to identify recurring customer concerns, product bugs, onboarding difficulties, and paywall issues.
Share actionable insights with product and marketing teams to improve customer experience and business outcomes.
- Support Technology and
Automation: Select, implement, and optimize support platforms such as Zendesk, Front, Intercom, or equivalent tools.
Introduce automation, AI-assisted responses, and workflow improvements to increase productivity while maintaining service quality.
- Budget and
- Resource
Planning: Manage the customer support department's budget, staffing levels, and resource allocation, ensuring the team can scale effectively as the user base and product portfolio expand.
- Sensitive Case and
- Data
Management: Ensure the responsible handling of sensitive customer topics, including health and alcohol-related concerns, while maintaining appropriate privacy and data protection practices.
- Escalation Management: Remain hands-on when necessary by personally managing complex, high-priority, or escalated customer cases and ensuring appropriate resolutions.
Requirements
- Professional
Experience: At least five years of experience in customer support, including a minimum of three years leading a support team of eight or more people in a Head of Support, Support Manager, or Team Lead capacity.
- Subscription-Based
- Business
Expertise: Proven experience supporting B2C digital products with subscription models, such as mobile applications, Saa S platforms, or subscription-based e-commerce businesses.
- Support Metrics and
- Performance
Optimization: Strong understanding of customer support KPIs and a demonstrated track record of improving performance.
Candidates should be able to share measurable results related to CSAT, first response time, resolution time, refund rates, or other relevant indicators.
- Process Development and
Scaling: Experience building customer support processes, operational frameworks, and documentation from the ground up, then adapting them to support a growing customer base.
- Support Platforms and
Automation: Hands-on experience with customer support tools such as Zendesk, Front, Intercom, or similar platforms, including workflow configuration, automation, and service optimization.
- Payments and
- Subscription
Operations: Practical understanding of subscription billing, refunds, chargebacks, payment processors, and payment systems such as Stripe, Pay Pal, Apple App Store, and Google Play.
- Data Analysis and
Reporting: Strong analytical skills and confidence working with Excel, Google Sheets, and customer support analytics dashboards to evaluate performance, identify trends, and guide operational decisions.
- Leadership and
Communication: Excellent people management, coaching, organizational, and communication skills, with the ability to motivate distributed teams and manage competing priorities effectively.
- Independent and
- Strategic
Mindset: A proactive, hands-on approach to problem-solving, with the ability to balance strategic planning and operational execution in a fast-paced, evolving environment.
- English Proficiency: Fluent written and spoken English at C1 level or above, enabling effective communication with customers, colleagues, and leadership.
- Preferred
Qualifications: Experience managing fully remote teams across multiple time zones; previous work with wellness, health, fitness, or mental wellbeing applications; experience implementing AI tools or chatbots in customer support; and proficiency in Spanish are all considered advantages.
Benefits
- Fully Remote Work: Work remotely with flexible hours, supporting autonomy and work-life balance.
- Leadership and Ownership: Take full responsibility for the customer support function and directly influence customer retention, satisfaction, and revenue performance.
- Tools and Team-Building Budget: Benefit from the budget and autonomy to select suitable support technologies, improve workflows, and expand the team as the business grows.
- Paid Vacation: Enjoy 20 paid vacation days per year following successful completion of the probationary period.
- Paid Sick Leave: Receive five paid sick days per year.
- Professional Autonomy: Have the freedom to shape support strategy, introduce new processes, and implement innovative solutions without unnecessary restrictions.
- Growth
Opportunities: Join a rapidly expanding team where you can build scalable operations, develop leadership capabilities, and contribute to the evolution of AI-powered customer support.
- Meaningful Work: Help deliver digital wellness products designed to support healthier habits and improve users' everyday lives.
- Direct Business Impact: Play a central role in improving subscription retention, customer loyalty, service quality, and long-term business growth.
- Employment Type: Full-time, fully remote position.
- #J-18808-Ljbffr
Head of Support employer: Jobgether
As a Senior ML Engineer at our innovative healthcare-focused company in the UK, you will be part of a dynamic team dedicated to transforming clinical environments through cutting-edge technology. We offer a collaborative work culture that fosters creativity and professional growth, alongside competitive benefits and opportunities for continuous learning in the rapidly evolving field of machine learning. Join us to make a meaningful impact on healthcare while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jobgether. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jobgether before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jobgether:Your cover letter is your chance to shine! Tell us why you want to work at Jobgether specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jobgether!
How to prepare for a job interview at Jobgether
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
