Head of Customer Support

LABHOUSE; Barcelona; Híbrido; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work in Spain

High-end equipment

Permanent contract

Impact on product and user experience

Descripción de la vacante

Labhouse is seeking a Head of Customer Support to lead and scale our support for mobile apps. You will own the entire function and act as the voice of the user, shaping product improvements through user feedback and data insights.

You will manage a 3-person team and work closely with Product and Engineering. This hands-on leadership role requires operational excellence, AI-driven automation, and a strong focus on customer experience.

Formación

• Proven experience in Customer Support within a tech product, preferably mobile apps or SaaS.
• Strong track record resolving complex, high-sensitivity tickets (privacy, invoicing, refunds, security).
• Knowledge of GDPR and data protection in support.
• Experience handling high volume tickets with quality.
• Led a team of 3–4 people.
• Hands-on in daily operations, not only management.
• Experience designing AI automations in CS (LLMs, chatbots).
• Familiar with support platforms and automation tools mentioned.

Responsabilidades

• Lead and scale the customer support function across mobile apps.
• Own the full support operation and act as voice of the user.
• Bridge between Customer Support, Product, and Engineering.
• Set standards, optimize processes, and automate workflows.
• Manage day-to-day ops and drive improvements at scale.

Conocimientos

Customer support leadership

High-ticket & GDPR

AI automation design

Support platforms (Zendesk/Intercom)

Automation tools (Zapier/Make/n8n)

SLA & KPI setup

Remote team management

English proficiency

Herramientas

Zendesk

Intercom

Freshdesk

Descripción del empleo

Labhouse is a fast-growing startup that builds, launches, and scales its own AI & Productivity Apps, operating under a subscription-based business model.

Based in Barcelona, Labhouse was founded by Andrés Bou and Horacio Martos (Co-Founders of SocialPoint).

We operate at the intersection of mobile technology, AI, and product-driven growth, with a strong focus on experimentation and performance.

Would you like to make an impact as part of a company that builds the best mobile apps used by millions of users worldwide? If so, discover your next challenge below.

About the Role:

We are looking for a Head of Customer Support to lead and scale our customer support function across our mobile apps. This role goes far beyond answering tickets: you will own the full support operation while playing a strategic role as the voice of the user within the company.

You will lead an initial team of 3 customer support, ensuring high-quality, fast, and empathetic support at scale. At the same time, you will act as a key bridge between Customer Support, Product, and Engineering, turning user feedback, recurring complaints, and reported bugs into actionable insights that drive product improvements.

This is a hands-on leadership role. You will be deeply involved in day-to-day operations, setting standards, improving processes, automating workflows, and continuously optimizing how we support tens of thousands of users.

About You:

Experience & background:

• Proven experience in Customer Support within a tech product, preferably mobile apps or SaaS.

• Strong track record resolving complex, high-sensitivity tickets, such as data privacy and GDPR requests (data access, deletion, consent), invoicing and billing issues, refunds and chargebacks, and account security cases.

• Solid understanding of GDPR and data protection requirements applied to customer support.

• Experience handling a good volume of tickets while keeping quality and accuracy high.

• Previous experience leading a customer support team of at least 3–4 people.

• Strong hands-on profile, comfortable being involved in daily operations, not just managing from a distance.

AI & automation:

• Proven hands-on experience designing and implementing AI-based automations in customer support, such as LLM-powered workflows, AI agents or chatbots, automated ticket triage and tagging, and AI-assisted responses.

• Experience with support platforms and their AI and automation capabilities (e.g., Zendesk, Intercom, Freshdesk) and with automation tools (e.g., Zapier, Make, n8n).

• Ability to measure the impact of automations on resolution time, deflection rate, and customer satisfaction.

Operational excellence:

• Ability to design, document, and continuously improve support processes and workflows, including clear escalation paths for legal, billing, and security cases.

• Experience defining SLAs, KPIs, and quality standards for customer support teams.

• Experience scaling or preparing a support team for growth.

Product & business mindset:

• Ability to identify recurring issues, bugs, and user complaints, and translate them into clear insights for Product and Engineering teams.

• Experience collaborating closely with Product Managers and Engineers to improve the user experience.

• Strong sense of prioritization and impact, understanding what really moves the needle for users and the business.

Leadership & communication:

• Experience managing remote and distributed teams, especially across different time zones.

• Excellent communication skills, with the ability to align support, product, and engineering stakeholders.

• High ownership, autonomy, and accountability.

Comunication

• Full professional proficiency in English (written and spoken).

• Spanish is a strong plus.

Nice to Have:

• Experience supporting subscription-based products or freemium models.

• Experience working with AI-powered tools or automations in customer support.

• Background in QA, product operations, or customer experience roles.

• Experience setting up or scaling support operations from an early stage.

• Experience working in startups or fast-paced scale-up environments.

What we Offer:

• Remote work from anywhere in Spain. If you are based in Barcelona, we would love for you to join us at the office (Barcelona Tech City) at least two days a week.

• High-end equipment for your role.

• Permanent contract with competitive compensation.

• High ownership and real impact on product and user experience.

• The opportunity to build, scale, and shape the customer support function from the ground up.

You should Know:

Labhouse is proud to be an equal-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them.

Come join us and help us build a company that everyone is proud to be part of.