Head of Customer Support & AI-Driven Growth

LABHOUSE; Barcelona; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Remote work in Spain

High-end equipment

Permanent contract

Impact on product and user experience

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Tools

Zendesk

Intercom

Freshdesk

Job description

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.