Head of Support

Toogeza; 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

Описание:

We are toogeza, a Ukrainian recruiting company that is focused on hiring talents and building teams for tech startups worldwide. People make a difference in the big game, and we may help to find the right ones. Type: Full-time (Remote) Company: HealthTech company developing innovative AI-driven wellness products Fast-growing HealthTech company creating multiple products at the intersection of wellness and artificial intelligence. Their mission is to make self-optimization and well-being accessible to everyone through cutting-edge technology. Their most recognized product is Ultiself, a mobile habit tracker used by thousands of people worldwide. We are looking for a Head of Customer Support to own the support function for all our products. You will lead a remote, multinational team and be responsible for the full support experience: from the first ticket to a renewed subscription. In a subscription business, support directly affects retention, refunds, chargebacks and app ratings. Your work will be measured not only by response time, but by how many users we keep and how they talk about us.

Задачи:

• Lead, coach and grow a remote, multinational support team: hiring, onboarding, scheduling, performance reviews and career development.
• Own support strategy and operations across all channels (email, in-app chat, app store replies) for Ultiself and Soob.
• Set and own support KPIs — first response time, resolution time, CSAT, ticket volume per user, refund and chargeback rates — and report on them to leadership.
• Build and continuously improve processes: SLAs, escalation paths, macros, QA scoring, knowledge base and internal documentation.
• Own subscription-related cases: cancellations, refunds, billing disputes and chargeback prevention, in close cooperation with Finance and payment providers.
• Design retention flows in support: save offers, win‑back scripts and cancellation reason tracking.
• Turn support data into insights for Product and Marketing: top contact reasons, bugs, paywall and onboarding issues.
• Choose, set up and optimize the support tool stack (Zendesk, Front, Intercom or similar), including automation and AI‑assisted replies.
• Plan and manage the department budget and headcount as the user base grows.
• Ensure safe and careful handling of sensitive topics (health, alcohol use) and of user data.
• Stay hands‑on when needed: handle complex or escalated cases yourself.

Требования:

• 5+ years in customer support, including 3+ years leading a support team (Head of Support, Support Manager or Team Lead of a team of 8+ people).
• Experience in B2C digital products with a subscription model — mobile apps, SaaS or e-commerce subscriptions.
• Deep knowledge of support metrics and proven results in improving them (share numbers: CSAT, FRT, refund rate, etc.).
• Experience building support processes and documentation from scratch and scaling them.
• Hands‑on experience with support platforms (Zendesk, Front, Intercom or similar) and automation.
• Understanding of payment processes: refunds, chargebacks and payment processors (Stripe, PayPal, App Store and Google Play billing).
• Strong data skills: confident with Excel / Google Sheets and support analytics dashboards.
• Strong leadership and communication skills; ability to work independently in a fast‑paced environment.
• Fluent English (C1+), written and spoken.
• Experience managing a fully remote, distributed team across time zones.
• Experience in wellness, health, fitness or mental wellbeing apps.
• Experience implementing AI tools or chatbots in support.
• Spanish as a second language.

Условия:

• Fully remote work with flexible hours.
• Full ownership of the support function and direct impact on retention and revenue.
• Budget and freedom to choose tools and grow the team.
• 20 paid vacation days per year (after probation) and 5 paid sick days per year.
• A fast‑scaling team and meaningful products that help people build healthier habits.