Head of Customer Support

We are looking for an experienced Head of customer Support to lead and scale customer support for a fast-growing B2C mobile entertainment platform focused on episodic series and digital content.

You will own support operations, manage the team, improve processes, introduce AI-powered automation, and work closely with Product & R&D to improve the customer experience.

Key Responsibilities

• Lead and scale the User Support team and operations.
• Oversee high-volume customer inquiries related to accounts, subscriptions, In-App Purchases, payments, refunds, and content access.
• Manage support via Zendesk, App Store, and Google Play.
• Build escalation processes and work closely with Product & R&D.
• Analyze customer feedback and identify product issues.
• Implement AI automation, self-service, macros, workflows, and AI agents.
• Build and maintain the Knowledge Base and Help Center.

Requirements

• 4+ years in Customer Support, Customer Success, or Support Operations.
• 2+ years in a leadership/management role.
• Proven experience scaling B2C customer support operations.
• Strong experience with mobile apps (iOS/Android) and high-volume support.
• Hands-on experience with In-App Purchases, subscriptions, refunds, and Apple/Google payment flows.
• Experience with Zendesk, Intercom, or similar tools.
• Strong understanding of KPIs, SLAs, QA, automation, and escalation processes.
• Experience building AI-powered support automation from scratch.
• Experience working with Product/Engineering teams.
• English B2/C1.
• Strong analytical, organizational, and leadership skills.

Nice to Have

• Experience in streaming, entertainment, gaming, SaaS, or digital media.
• Experience with subscription-based products.
• Experience with Braze, Mixpanel, Amplitude, or Firebase.
• Experience with App Store / Google Play reviews and support at scale.
• Experience at a well-known or high-growth B2C company.

What We Offer

• Remote work.
• High level of ownership and impact.
• Opportunity to build and scale the support function from the ground up.
• Competitive compensation based on experience and proven track record.