We are looking for a Head of Customer Support to lead and scale customer support operations for mobile applications. This hands-on leadership role combines day-to-day operational ownership with close collaboration across Product and Engineering to turn user feedback into meaningful product improvements. Responsibilities * Lead and develop a customer support team while maintaining high standards for quality, speed, and empathy. * Manage day-to-day support operations and continuously improve processes, standards, and workflows. * Identify recurring user issues, complaints, and bugs and translate them into actionable insights. * Collaborate with Product and Engineering teams to improve the user experience based on customer feedback. * Implement automation and operational improvements to support a growing volume of customer interactions. * Prioritize support initiatives based on their impact on users and the business. Requirements * Proven experience in Customer Support within a technology product environment,



preferably mobile apps or SaaS. * Strong experience resolving complex or sensitive cases involving GDPR, data privacy, billing, refunds, chargebacks, or account security. * Solid understanding of GDPR and data protection requirements in a customer support context. * Experience managing high ticket volumes while maintaining quality and accuracy. * Previous experience leading a Customer Support team, combined with a hands-on approach to daily operations. * Valuable: experience with subscription or freemium products, AI-powered support tools or automation, QA or product operations, early-stage support scaling, and startup or scale-up environments. * Salary range: Open salary depending on experience * High-end equipment for the role. * Permanent contract. * High ownership and direct impact on product and user experience.

📌 Head of Customer Support (Cataluña)
🏢 IKIGAI TALENT GROUP
📍 Cataluña