Head of User Support

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.