Head of Remote Customer Support & Growth (AI Wellness)

Jobgether; United Kingdom; Remote; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Fully Remote Work

Leadership and Ownership

Budget and Team Budgeting

20 paid vacation days

Job summary

Jobgether is partnering to fill a Head of Support position based in the United Kingdom. You will lead a remote, multinational team, shaping strategy across all products and customer touchpoints, from onboarding to renewals, with a focus on CSAT and lifecycle improvements.

In this leadership role you will implement scalable processes, SLAs, and automation, collaborate with product and marketing, and own budgeting and performance reporting to drive retention and revenue in a fast-growing wellness

Qualifications

• Five years of experience in customer support, including leadership of a sizable team.
• Experience with subscription-based digital products and remote teams is preferred.

Responsibilities

• Own the overall customer support strategy and day-to-day operations across all products and channels.
• Lead, coach, and grow a remote, multinational customer support team.
• Define, monitor, and optimize key support metrics (CSAT, first response time, resolution time, refunds).
• Build and improve support processes, including SLAs, escalation procedures, templates, and knowledge bases.
• Oversee subscription cancellations, refunds, billing disputes, and chargebacks with finance/payments.
• Develop retention strategies and track cancellation reasons to improve subscription retention.
• Analyze support interactions and share actionable insights with product and marketing teams.
• Select and optimize support platforms (Zendesk, Front, Intercom) and introduce automation/AI.
• Manage budget, staffing, and resource allocation for scaling.
• Ensure sensitive topics handling (health/alcohol) with privacy best practices.
• Remain hands-on with escalated, high-priority cases.

Job description

Jobgether is partnering to fill a Head of Support position based in the United Kingdom. You will lead a remote, multinational team, shaping strategy across all products and customer touchpoints, from onboarding to renewals, with a focus on CSAT and lifecycle improvements.

In this leadership role you will implement scalable processes, SLAs, and automation, collaborate with product and marketing, and own budgeting and performance reporting to drive retention and revenue in a fast-growing wellness