Head of User Support

Job description

We are looking for an experienced Head of User Support to lead and scale our customer support function for a growing entertainment platform focused on episodic series and digital content.

You will own support operations, manage the team, improve processes, introduce AI-powered automation, and work closely with Product and R&D to improve the customer experience.

Key Responsibilities

- Lead and manage the User Support team and processes.

- Own support KPIs, SLAs, quality, and operational performance.

- Oversee customer inquiries related to accounts, subscriptions, payments, and content access.

- Manage support through Zendesk, App Store, and Google Play.

- Establish escalation processes and work closely with Product and R&D teams.

- Analyze customer feedback and identify product issues and improvement opportunities.

- Implement AI automation, self-service, macros, and workflows.

- Maintain the internal Knowledge Base and Help Center.

Requirements

- 4+ years in Customer Support, Customer Success, or Support Operations.

- 2+ years in a leadership or management role.

- Experience managing or scaling a support function.

- English C1/C2, excellent written communication.

- Strong experience with Zendesk, Intercom, or similar tools.

- Experience with support KPIs, SLAs, automation, and escalation processes.

- Strong analytical, organizational, and leadership skills.

- Ability to work independently in a remote environment.

Nice to Have

- Experience in streaming, entertainment, mobile apps, SaaS, or gaming.

- Experience with subscription-based products.

- Knowledge of Apple App Store and Google Play ecosystems.

- Experience with AI-powered support automation.

- Experience with Braze, Mixpanel, or similar tools.