Head of Customer Support & Retention (Remote)

Datacontroller Toogeza Ltd.; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote work

Flexible hours

Tooling budget to grow team

Paid vacation days

Paid sick days

Growth opportunities

Job summary

toogeza, a Ukrainian recruiting company, is helping a HealthTech startup Ultiself hire a Head of Customer Support to own the global support experience. The role leads a remote, multinational team and partners with Finance to handle billing and refunds while shaping the processes, SLAs and knowledge base across all channels.

You will drive KPIs, implement AI-assisted replies and select tools (Zendesk/Intercom/Front), translating support data into product insights to boost retention and revenue.

Qualifications

• 5+ years in customer support with 3+ years leading a team of 8+ people.
• Experience in B2C digital products with subscription models (apps, SaaS).
• Proven results in improving CSAT, FRT, refunds, chargebacks.
• Hands-on with support platforms (Zendesk, Front, Intercom) and automation.
• Understanding of payment processes: refunds, chargebacks, processors (Stripe, PayPal).
• Strong data skills: Excel/Sheets and support analytics dashboards.
• Strong leadership and ability to work remotely across time zones.
• Fluent English (C1+); Spanish as a second language is a plus.

Responsibilities

• Lead, coach and grow a remote, multinational support team.
• Own support strategy and operations across all channels for Ultiself and Soob.
• Set and own KPIs—FRT, CSAT, ticket volume, refunds—and report to leadership.
• Build and continuously improve processes: SLAs, macros, QA scoring, knowledge base.
• Own subscription-related cases: cancellations, refunds, billing disputes with Finance.
• Design retention flows in support: save offers, win-back scripts, cancellation tracking.
• Turn support data into insights for Product and Marketing.
• Choose, set up and optimize the support tool stack (Zendesk, Front, Intercom).
• Plan and manage department budget and headcount; ensure data safety.
• Stay hands-on for complex/escalated cases.

Skills

Leadership

B2C subscriptions

Support metrics

Support platforms

AI tools in support

English fluency

Tools

Zendesk

Front

Intercom

Stripe

PayPal

Job description

toogeza, a Ukrainian recruiting company, is helping a HealthTech startup Ultiself hire a Head of Customer Support to own the global support experience. The role leads a remote, multinational team and partners with Finance to handle billing and refunds while shaping the processes, SLAs and knowledge base across all channels.

You will drive KPIs, implement AI-assisted replies and select tools (Zendesk/Intercom/Front), translating support data into product insights to boost retention and revenue.