This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Support based in Spain.

The Head of Support will lead and scale the customer support function for a portfolio of AI-powered wellness and Health Tech products. This strategic leadership role combines operational excellence, team development, and customer experience management within a fast-growing subscription-based business. You will oversee the entire support journey, from initial customer inquiries to subscription renewals, helping improve retention, reduce refunds, and strengthen customer satisfaction. Leading a remote, multinational team, you will establish scalable processes, define performance standards, and introduce automation to improve efficiency and service quality. You will also transform customer support data into actionable insights that inform product development, marketing strategies, and the overall user experience. With ownership of support operations, technology, budgeting, and team growth, you will have a direct influence on customer loyalty and business performance. This is an exciting opportunity for an experienced support leader who enjoys building high-performing teams, optimizing subscription experiences,



and making a meaningful impact in digital wellness.

Accountabilities

- Customer Support Strategy and Operations: Own the overall customer support strategy and day-to-day operations across all products and communication channels, including email, in-app chat, and app store responses. Ensure a consistent, efficient, and customer-focused experience throughout the user lifecycle.
- Team Leadership and Development: Lead, coach, and grow a remote, multinational customer support team. Oversee recruitment, onboarding, scheduling, performance reviews, and career development while fostering accountability, collaboration, and continuous improvement.
- Performance Management and KPIs: Define, monitor, and optimize key support metrics, including first response time, resolution time, customer satisfaction (CSAT), ticket volume per user, refund rates, and chargeback rates. Provide regular performance reports and recommendations to leadership.
- Process Development and Quality Assurance: Build and continuously improve support processes, including service-level agreements (SLAs), escalation procedures, response templates, quality assurance frameworks, knowledge bases, and internal documentation.
- Subscription Management and

📌 Head of Support (España)
🏢 Jobgether
📍 España