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.