Head of Support Germany (Fully Remote)

Partner Company; United States; Remoto; USD 100.000 - 160.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote-first

20 paid vacation days

Descrizione del lavoro

Partner Company is a remote-first creator of AI-powered wellness and HealthTech products offered via a subscription model. The company operates with a multinational, distributed team.

We are seeking a leader to own the support strategy, KPIs, and the customer journey from inquiries to renewals, while driving operational excellence across time zones.

Competenze

• 5+ years in customer support.
• 3+ years leading teams of eight or more.
• Strong understanding of subscription billing, payments, and retention strategies.

Mansioni

• Own support strategy, KPIs, and day-to-day operations across email, chat, and app stores.
• Develop processes, quality assurance, and automation using support platforms like Zendesk or Intercom.
• Collaborate cross-functionally to turn insights into product and marketing improvements.

Conoscenze

Customer support leadership

Subscription billing

Remote team management

English fluency (C1)

Strumenti

Zendesk

Intercom

Descrizione del lavoro

• Lead and scale customer support for a portfolio of AI-powered wellness and HealthTech products.
• Oversee the full support journey, from customer inquiries to subscription renewals.
• Manage a remote, multinational team and drive operational excellence.

Key Responsibilities:

• Own support strategy, KPIs, and day-to-day operations across email, chat, and app stores.
• Develop processes, quality assurance, and automation using support platforms like Zendesk or Intercom.
• Collaborate cross-functionally to turn insights into product and marketing improvements.

Requirements:

• Five+ years in customer support, with three+ years leading teams of eight or more.
• Strong understanding of subscription billing, payments, and retention strategies.
• Fluent English (C1) and experience with distributed teams.
• Fully remote work, flexible hours, and 20 paid vacation days.
• Leadership ownership and budget for tools and team building.
• Growth opportunities in a fast-scaling, meaningful digital wellness space.

Partner Company

The company creates AI-powered wellness and HealthTech products delivered through a subscription model. It operates as a fast-growing remote-first organization with a multinational team.