Head of Customer Service & Automation

Reverse Tech; Barcelona; A distancia; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

A dynamic technology firm is seeking a Head of Customer Service & Automation to lead their customer support operations. This remote role involves owning customer support KPIs, implementing automation, and managing team quality. Ideally, candidates should have over 5 years of experience in customer service leadership, especially in subscription-based businesses. Join a passionate team focused on transforming health and wellness through innovative digital solutions.

Servicios

100% remote work

Flexible work hours

Top notch equipment

Unlimited growth prospects

Competitive compensation

Formación

• 5+ years of experience in customer support operations or leadership, ideally in consumer subscription or mobile app businesses.
• Strong people skills to manage teams and collaborate with stakeholders.
• Proven track record of automation and tooling improvements.

Responsabilidades

• Manage existing team and processes to ensure service quality.
• Define the customer support experience vision and roadmap.
• Implement automation and AI across workflows and manage reputation in app stores.

Conocimientos

Customer support operations experience

Leadership skills

Passion for AI

Data literacy

Analytical skills

Herramientas

Intercom

Zendesk

Descripción del empleo

Overview

At Reverse Tech, we are on a mission to create, launch, and scale digital product brands in the health and wellness space. Our goal is ambitious – we aim to help 10 million people improve their health by 2030 through hyper-targeted, mass-scale brands. We specialize in subscription-based business models and pride ourselves on being results-focused, with no big egos, just big data.

What We Want to Achieve:

Our vision is to discover novel self-serve solutions to the world’s greatest health problems, all while adhering to our core values.

We are looking for a Head of Customer Service & Automation to join our Reverse Tech remote team. You will play a crucial role in building and scaling our mobile apps within our health and wellness vertical. You’ll work closely with senior stakeholders across all of Reverse Tech, contributing to our mission of improving lives and changing the world through innovative digital solutions.

About the Role

The Head of Customer Support & Automation will lead our operations for customers in North America, Europe, and LATAM. If you are an experienced customer service professional with both leadership ambitions and a hands-on mentality — and you’re passionate about AI — this role could be a perfect fit.

You’ll own business-critical support KPIs and be responsible for implementing automation and AI across our workflows. You’ll manage our reputation in app stores and provide the Product team with actionable customer insights. This is a hands-on “player-coach” role: you’ll manage a team while directly building the systems, processes, and automations that will scale us further. A passion for AI tools, an analytical mindset, and experience in subscription businesses or high-growth startups are essential.

Responsibilities

• Lead globally: Manage the existing team and processes to ensure the highest level of service for our customers.
• Own the customer support experience: Define the vision, roadmap, and execution end-to-end.
• Set direction: Define and prioritize team OKRs and workflows that align with company objectives.
• Drive automation & AI: Build and optimize workflows, and write clear, detailed specifications for developers and teams building AI automation tools.
• Raise quality & speed: Define QA processes, run calibrations, audit tickets, and implement playbooks that improve CSAT and response times.
• Own reputation management: Oversee App Store, Google Play, and public review responses; escalate critical issues; and generate structured insights for Product.
• Ensure compliance & security: Improve existing processes and systems while implementing new requirements in cooperation with Legal and Infosec teams.
• Introduce commercial impact: Design upsell and retention scripts for support conversations, measure their impact, and improve attach rates without harming CSAT.
• Be hands-on: Audit tickets and reviews, configure tools, build dashboards, and personally validate processes.
• Be analytical: Generate clear, actionable reports and insights from customer data.
• Be flexible and fast-paced: Support new product launches and testing without imposing rigid processes or corporate overhead.
• Close the loop with Product: Translate support insights into data-driven input for Product and Growth teams.

Desired Skills

• 5+ years of experience in customer support operations or leadership, ideally in consumer subscription or mobile app businesses; high-growth startup experience is a plus.
• Strong people skills to both manage teams and collaborate with cross-functional stakeholders.
• Passion for AI and a hands-on approach to new technologies.
• Proven track record of automation and tooling improvements (Intercom, Zendesk, or similar).
• High data literacy and analytical skills: able to monitor KPIs and identify trends.
• Ability to write clear, well-structured specifications for teams developing AI workflows.
• Hands-on and proactive — comfortable managing experienced professionals while personally implementing workflows, auditing tickets, and building automations.
• Experience managing App Store and Google Play reviews and improving public ratings.
• Excellent communication skills; comfortable collaborating with Product, Growth, and Engineering teams.

Our Values

• Extreme Ownership: We take radical responsibility and act fast to solve what matters. We own the mission, not just our part. We step up, fix what’s broken, and deliver solutions — no hand-holding, no hiding.
• Impact: We focus, execute smartly, and deliver real outcomes. We cut through noise, break down problems, and do what drives results. Tools, structure, and clarity enable us to move the needle.
• Excellence: We push to improve constantly — with curiosity, energy, and boldness. We don’t settle for “good enough.” We raise the bar, seek feedback, and focus on progress, not perfection.
• Collaboration: We win together. We solve big problems openly, share ownership, and trust each other. No silos. No egos. We believe the best results come when great minds work side by side.

Benefits

• 100% remote and flexible work hours
• Top notch equipment (MacBook Pro or PC, you decide)
• Full-time or freelance opportunities
• Learning from the best, including ex-Googlers and more
• Unlimited growth prospects
• Inclusion in a winning team
• Competitive compensation
• A fun, non-corporate atmosphere

Learn more about us at https://www.reverse.tech/ and apply today to become a key player in our exciting journey.

This position is offered as a Remote option, reach out to us to evaluate the options according to your location.