Chief of Customer Support & Growth (Remote)

Jobgether; Schweiz; Remote; CHF 180,000 - 240,000; Full time

Benefits offered by this job

Fully Remote Work

20 paid vacation days per year

5 paid sick days per year

Growth opportunities

Meaningful work

Job summary

Jobgether is seeking a Head of Support based in Switzerland to lead and scale our customer support for AI-powered wellness products. You will own the strategy, operations, and budget for a remote, multinational team, driving retention, satisfaction, and revenue through scalable processes and automation.

Responsibilities include defining SLAs, coaching teams, tracking CSAT and refunds, and collaborating with product/marketing.

Qualifications

• Five+ years in customer support, including leadership of a team of eight or more.
• Experience in subscription-based B2C products (SaaS, mobile apps, or health/ wellness services).
• Strong KPIs knowledge with CSAT, first response time, and refund/revenue metrics.
• Experience building support processes, SLAs, and knowledge bases.
• Hands-on with Zendesk, Front, Intercom or similar tools; automation experience.
• Payments/subscription operations knowledge (Stripe, PayPal, App Store, Google Play).
• Proficient data analysis with Excel/Google Sheets and dashboards.
• Excellent leadership, communication, and stakeholder management.
• Independent, strategic thinker with hands-on execution.
• Fluent English written and spoken (C1 or above).
• Remote/multi-time-zone team leadership advantageous.

Responsibilities

• Own the overall customer support strategy and day-to-day operations across products and channels.
• Lead and grow a remote, multinational support team with recruitment, onboarding, and development.
• Define and optimize support KPIs; provide regular leadership reports.
• Develop and refine support processes, SLAs, templates, and knowledge bases.
• Oversee subscription cancellations, refunds, and billing disputes with finance.
• Drive retention strategies and win-back initiatives within support.
• Translate support insights into product and marketing improvements.
• Select and optimize support platforms; introduce automation and AI-assisted responses.
• Plan budget and resource allocation for scalable growth.
• Handle sensitive customer topics with privacy and data protection.
• Provide hands-on escalation management for complex cases.

Skills

Team leadership

Support strategy

KPI optimization

Subscription operations

Data analysis

English proficiency

Remote team management

Tools

Zendesk

Front

Intercom

Job description

Jobgether is seeking a Head of Support based in Switzerland to lead and scale our customer support for AI-powered wellness products. You will own the strategy, operations, and budget for a remote, multinational team, driving retention, satisfaction, and revenue through scalable processes and automation.

Responsibilities include defining SLAs, coaching teams, tracking CSAT and refunds, and collaborating with product/marketing.