Head of Customer Support

SYNCO is a recruitment agency that helps businesses sync with top talent to drive growth and success. We go beyond just filling roles — we find the perfect match for both sides, ensuring that values, culture, and ambitions align for long-term impact.

Now we’re looking for a user-centric Head of Customer Support for our partner — B2C product company. We need someone who will scale a high-performing support function, combine human expertise with smart automation, and turn customer feedback into a better product experience.

The product’s growing fast — with proven unit economics, positive ROI on key audiences and strong user love.

Why this role:

• Meaningful product: Help people feel and live better through expert-backed programs and highly tailored user experiences.
• Strong leadership: Work alongside experienced leaders who have successfully built and scaled consumer products.
• Move quickly: Turn ideas into real product improvements within days and see the results of your work almost immediately.
• Real ownership: Make an impact in a flat, data-informed environment where the strongest ideas win, regardless of title.
• AI-first mindset: Use AI to take repetitive work off the team’s plate, freeing people to focus on complex customer needs that require empathy, judgment, and thoughtful problem-solving.
• Growth opportunities: Take on broader responsibilities and increase your impact as the business grows.

What you will do:

• Scale support processes that create a strong foundation for seamless and efficient operations.
• Leverage AI, CRM, Helpdesk tools, and chatbots to automate workflows and eliminate repetitive tasks with our Support Automation Specialist.
• Train and lead a high-performing support team while building a culture of ownership and continuous improvement.
• Empower users through self-service by developing the knowledge base, FAQs, and chatbot flows, with the goal of reducing inbound requests by up to 50%.
• Deliver a top-tier customer experience and maintain CSAT at 90%+, balancing speed, quality, and operational efficiency.
• Build clear processes around key support metrics, including CSAT, NPS, FCR, SLA, AHT, and churn rate.
• Turn customer feedback into actionable insights and work closely with Product to improve usability and the overall user experience.
• Support and continuously improve the experience for a diverse customer base across the Tier-1 market.
• Collaboration with payment, product, and engineering teams.

What we’re looking for:

• 4+ years of experience in Customer Support, including 2+ years in a leadership role.
• Experience working with scalable B2C products and managing high volumes of customer inquiries, including requests coming from social media.
• Proven success in support automation, including chatbots, AI-based workflows, and self-service solutions.
• A strong analytical mindset and hands-on experience with support metrics such as CSAT, NPS, FCR, SLA, AHT, and churn rate.
• Experience collaborating with Product teams and translating customer feedback into improvements in usability and product experience.
• Proven people-management experience, including hiring, onboarding, training, performance management, and quality control.
• Upper-Intermediate English or higher.
• A strong ownership mindset: you’re comfortable making decisions, setting priorities, and improving systems rather than simply maintaining them.

Will be a plus:

• Experience with a subscription-based business model.

What we offer:

• Work from anywhere with a fully remote setup that adapts to your lifestyle.
• Flexible working hours that align with your most productive rhythm.
• Basic benefits package, including paid vacation, sick leave, and more.
• Personal and professional support, with advocacy available when you need a hand.
• Access to a curated corporate library filled with resources to fuel your continuous learning and development.

If you’re looking for the opportunity to contribute to the development of innovative products using cutting-edge technologies, join us!