toogeza - Head of Support
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. • 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.
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.
Benefits
• 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.
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