Head of Support

Job not on LinkedIn

🔥 6 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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toogeza

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Toogeza is a recruitment and consultancy firm based in Ukraine, specializing in finding talent and providing recruitment solutions for tech companies. They offer a range of services including recruiting, sourcing, selection, onboarding assistance, auditing and setting up HR processes, and recruitment process outsourcing. Toogeza acts as a partner, deeply integrating into the hiring process by offering market insights and helping create team structures. They provide versatile hiring services for various tech domains, markets, and roles. Their core values include talent, top quality, trust, and tenacity. They serve clients worldwide, helping them find suitable candidates for both technical and leadership roles across different industries and markets.

📋 Description

• Lead, coach and grow a remote, multinational support team, including hiring, onboarding, scheduling, performance reviews and career development • Own support strategy and operations across email, in-app chat and app store replies for Ultiself and Soob • Set and report support KPIs including first response time, resolution time, CSAT, ticket volume per user, refund rate and chargeback rate • Build and improve SLAs, escalation paths, macros, QA scoring, knowledge base and internal documentation • Manage subscription cases including cancellations, refunds, billing disputes and chargeback prevention • Design retention flows including save offers, win-back scripts and cancellation reason tracking • Turn support data into insights for Product and Marketing • Select, configure and optimize support tools such as Zendesk, Front, Intercom or similar, including automation and AI-assisted replies • Plan and manage department budget and headcount • Ensure safe handling of sensitive health and alcohol-use topics and user data • Handle complex or escalated cases when needed

🎯 Requirements

• 5+ years in customer support • 3+ years leading a support team, as Head of Support, Support Manager or Team Lead of a team of 8+ people • Experience in B2C digital products with a subscription model, including mobile apps, SaaS or e-commerce subscriptions • Deep knowledge of support metrics and proven results improving CSAT, first response time, refund rate and related metrics • Experience building support processes and documentation from scratch and scaling them • Hands-on experience with Zendesk, Front, Intercom or similar support platforms and automation • Understanding of refunds, chargebacks and payment processors including Stripe, PayPal, App Store and Google Play billing • Strong data skills 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

🏖️ Benefits

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

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