The English-language job board for Spain

Head of Support

Remote, Europe, European Union·Full-time·Added yesterday (last checked 27 Oct)

Toogeza

18 open roles

Apply

Our summary

Work mode: Remote (Europe, European Union)
Contract: Full-time
English: Required
Experience: 5+ years

Visa options

The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.
May fit the digital nomad visa
A remote job for a company outside Spain: you apply yourself, no sponsor needed. It asks for about €2,849 a month in remote income.

More jobs that may fit the digital nomad visa

Skills

Requirements

What we're looking for

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

Nice to have

Experience managing a fully remote, distributed team across time zones.
Experience in wellness, health, fitness or mental wellbeing apps.
Experience implementing AI tools or chatbots in support.
Spanish as a second language.

Pay & benefits

What you'll get

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

Ready to join the team? Please submit your CV.

We'll review your application within five working days, and if your background matches what we're looking for, we'll get in touch to set up a call and get to know each other better.

The role

We are looking for a Head of Customer Support to own the support function for all our products. You will lead a remote, multinational team and be responsible for the full support experience: from the first ticket to a renewed subscription.

In a subscription business, support directly affects retention, refunds, chargebacks and app ratings. Your work will be measured not only by response time, but by how many users we keep and how they talk about us.

What you'll do

Lead, coach and grow a remote, multinational support team: hiring, onboarding, scheduling, performance reviews and career development.
Own support strategy and operations across all channels (email, in-app chat, app store replies) for Ultiself and Soob.
Set and own support KPIs - first response time, resolution time, CSAT, ticket volume per user, refund and chargeback rates - and report on them to leadership.
Build and continuously improve processes: SLAs, escalation paths, macros, QA scoring, knowledge base and internal documentation.
Own subscription-related cases: cancellations, refunds, billing disputes and chargeback prevention, in close cooperation with Finance and payment providers.
Design retention flows in support: save offers, win-back scripts and cancellation reason tracking.
Turn support data into insights for Product and Marketing: top contact reasons, bugs, paywall and onboarding issues.
Choose, set up and optimize the support tool stack (Zendesk, Front, Intercom or similar), including automation and AI-assisted replies.
Plan and manage the department budget and headcount as the user base grows.
Ensure safe and careful handling of sensitive topics (health, alcohol use) and of user data.
Stay hands-on when needed: handle complex or escalated cases yourself.

About Toogeza

Toogeza is a technology company based in Dubai, UAE, operating in the digital marketing, fintech, and software development sectors. The company focuses on building and scaling digital products, with a strong emphasis on user acquisition, data science, and AI-driven solutions. It is currently expanding its operations and has a significant number of open roles in Spain, indicating a strategic push into the European market.

Headquarters: Dubai, UAE

Good to know if you are moving

Toogeza is actively hiring for 28 roles in Spain, indicating a strong commitment to building a European presence.
The company is based in Dubai, UAE, and is expanding internationally, offering opportunities for professionals looking to work in a global environment.
Open roles span a wide range of functions, including engineering, marketing, finance, and product management, providing diverse career opportunities.
The company is focused on digital marketing, fintech, and software development, making it a relevant employer for professionals in these fields.
Toogeza uses Ashby for its careers page, suggesting a modern and structured hiring process.

In their own words

About the company & team

We are toogeza, a Ukrainian recruiting company that is focused on hiring talents and building teams for tech startups worldwide. People make a difference in the big game, and we may help to find the right ones.

Type: Full-time (Remote)
Company: HealthTech company developing innovative AI-driven wellness products

Fast-growing HealthTech company creating multiple products at the intersection of wellness and artificial intelligence. Their mission is to make self-optimization and well-being accessible to everyone through cutting-edge technology. Their most recognized product is Ultiself, a mobile habit tracker used by thousands of people worldwide.

All open roles at Toogeza