Head of User Support

We are looking for an experienced Head of User Support to lead and scale our customer support function for a growing 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 and R&D to improve the customer experience.

Key Responsibilities

• Lead and manage the User Support team and processes.
• Own support KPIs, SLAs, quality, and operational performance.
• Oversee customer inquiries related to accounts, subscriptions, payments, and content access.
• Manage support through Zendesk, App Store, and Google Play.
• Establish escalation processes and work closely with Product and R&D teams.
• Analyze customer feedback and identify product issues and improvement opportunities.
• Implement AI automation, self-service, macros, and workflows.
• Maintain the internal Knowledge Base and Help Center.

Requirements

• 4+ years in Customer Support, Customer Success, or Support Operations.
• 2+ years in a leadership or management role.
• Experience managing or scaling a support function.
• English C1/C2, excellent written communication.
• Strong experience with Zendesk, Intercom, or similar tools.
• Experience with support KPIs, SLAs, automation, and escalation processes.
• Strong analytical, organizational, and leadership skills.
• Ability to work independently in a remote environment.

Nice to Have

• Experience in streaming, entertainment, mobile apps, SaaS, or gaming.
• Experience with subscription-based products.
• Knowledge of Apple App Store and Google Play ecosystems.
• Experience with AI-powered support automation.
• Experience with Braze, Mixpanel, or similar tools.