Global Customer Support Lead - Multilingual VIP Experience

Axo Longevity; España; On-site; EUR 65,000 - 90,000; Full time

Job summary

Axo Longevity is seeking a player-coach Head of Customer Support to lead and scale our multi-market team across Europe. You will own the support systems, hiring, onboarding and performance, and report outcomes to management as we grow 20x in the coming year.

You will design dashboards, manage refunds end-to-end, and ensure VIP treatment for high-value members while advancing AI-driven automations and new features.

Qualifications

• 5+ years leading customer support teams across multiple markets.
• Proven ability to hire, coach and implement scalable processes.
• Experience with CRM systems and multi-market operations.
• Fluent in Spanish and English, written and spoken.
• Strong Intercom experience and ability to optimize workflows.

Responsibilities

• Lead the customer support team across markets and time zones.
• Own refunds, policies and financial tracking for escalations.
• Build dashboards on response times, CSAT, and retention signals.
• Design VIP member treatment and premium experiences for top accounts.
• Own Intercom setup, workflows, and reporting; upgrade with AI features.
• Create SOPs and documentation for recurring processes.
• Prepare support for new market launches with localized processes.
• Translate member feedback into product and growth insights.

Skills

Team management

Cross-market experience

Bilingual Spanish & English

CRM platforms (HubSpot, Salesforce, P3

Tools

Intercom

CRM platforms

Job description

Axo Longevity is seeking a player-coach Head of Customer Support to lead and scale our multi-market team across Europe. You will own the support systems, hiring, onboarding and performance, and report outcomes to management as we grow 20x in the coming year.

You will design dashboards, manage refunds end-to-end, and ensure VIP treatment for high-value members while advancing AI-driven automations and new features.