Head of Customer Support (AI)

Ikigai Talent Group; Barcelona; On-site; EUR 70,000 - 100,000; Full time

Job summary

Ikigai Talent Group seeks a Head of Customer Support to lead and scale our customer support operations for mobile apps. The role blends day-to-day ownership with close collaboration across Product and Engineering to turn user feedback into meaningful product improvements.

You will build and mentor a high-performing team, manage daily operations, and implement automation to handle growing volumes while maintaining quality, speed, and empathy in every interaction.

Qualifications

• Proven experience in customer support within tech products (mobile apps or SaaS).
• Strong GDPR and data privacy knowledge in a customer support context.
• Experience handling high ticket volumes with accuracy.
• Experience leading a customer support team with hands-on operations.
• Nice-to-have: subscription/freemium products, AI-driven support tools, QA or product operations.

Responsibilities

• Lead and develop a customer support team while maintaining high standards for quality, speed, and empathy.
• Manage day-to-day support operations and continuously improve processes, standards, and workflows.
• Identify recurring user issues, complaints, and bugs and translate them into actionable insights.
• Collaborate with Product and Engineering teams to improve the user experience based on customer feedback.
• Implement automation and operational improvements to support a growing volume of customer interactions.
• Prioritize support initiatives based on their impact on users and the business.

Skills

Customer Support leadership

High ticket management

GDPR/compliance

Data privacy

Billing & refunds handling

Automation tools

Startup/scale-up experience

Tools

AI-powered support tools

Automation tools

QA tools

Job description

We are looking for a Head of Customer Support to lead and scale customer support operations for mobile applications. This hands-on leadership role combines day-to-day operational ownership with close collaboration across Product and Engineering to turn user feedback into meaningful product improvements.

Responsibilities

• Lead and develop a customer support team while maintaining high standards for quality, speed, and empathy.
• Manage day-to-day support operations and continuously improve processes, standards, and workflows.
• Identify recurring user issues, complaints, and bugs and translate them into actionable insights.
• Collaborate with Product and Engineering teams to improve the user experience based on customer feedback.
• Implement automation and operational improvements to support a growing volume of customer interactions.
• Prioritize support initiatives based on their impact on users and the business.

Requirements

• Proven experience in Customer Support within a technology product environment, preferably mobile apps or SaaS.
• Strong experience resolving complex or sensitive cases involving GDPR, data privacy, billing, refunds, chargebacks, or account security.
• Solid understanding of GDPR and data protection requirements in a customer support context.
• Experience managing high ticket volumes while maintaining quality and accuracy.
• Previous experience leading a Customer Support team, combined with a hands-on approach to daily operations.
• Valuable: experience with subscription or freemium products, AI-powered support tools or automation, QA or product operations, early-stage support scaling, and startup or scale-up environments.
• Salary range: Open salary depending on experience
• High-end equipment for the role.
• Permanent contract.
• High ownership and direct impact on product and user experience.