Head of Customer Support and Success

We’re a fast-scaling premium social discovery company, turning Customer Support into one of our strongest competitive advantages.

This role is for someone who doesn’t see support as a cost center, but as a growth driver - directly impacting retention, LTV, and revenue.

If you’ve built or scaled support teams in dating products and understand how to work with paid and VIP users, this role offers real ownership, strategic influence, and visible business impact.

Why This Role Is Exciting

• You will own Support & VIP Support end-to-end, not just manage tickets
• You’ll audit existing processes, redesign them, and build a premium system from the ground up
• Your work will directly impact churn, ARPU, and user loyalty
• You’ll work closely with Product, Marketing, Moderation, Anti-Fraud, and Leadership
• You’ll build and lead a team that delivers high-touch, high-trust customer experiences
• This is a high-impact leadership role, not a maintenance position

What You’ll Be Building

• A premium, scalable support operation (General + VIP) designed for paid users
• Clear, efficient processes: SLA, KPIs, QA frameworks, scripts, escalation paths
• A VIP support model that understands what paying users truly value - speed, discretion, personalization
• Feedback loops that turn support conversations into product and monetization insights
• A support team that is confident in crisis situations and exceptional in day-to-day service

What You’ll Do Day to Day

• Take full ownership of Customer Support & VIP Support -  strategy and operations
• Run a deep audit of current support and VIP workflows and rebuild them for scale
• Personally handle and design processes for complex, sensitive, and high-impact cases
• Use data and analytics to spot trends, reduce churn, and increase average revenue per user
• Build, hire, train, and inspire a high-performing support team
• Act as the voice of the customer across the company, influencing product and business decisions
  
   

What We’re Looking For

• Proven experience as Head of Support / Support Lead / Senior Support Manager
• Mandatory experience in dating products (this is non-negotiable)
• Strong background working with paid users and VIP support models
• Analytical mindset - you make decisions based on data, not gut feeling
• Experience building or transforming support processes from scratch
• Calm, confident crisis manager who can lead in high-pressure situations
• Strong people leader with ownership mentality

The Opportunity

This is a chance to build something that truly matters.

You won’t inherit a rigid system - you’ll shape it.
You won’t just manage a team -  you’ll create a premium support culture.
And you won’t just help users - you’ll directly influence business growth and revenue.

If you’re ready to turn Customer Support into a strategic growth function, we’d love to talk.