Head of Customer Support

Description

Summary: Labhouse is seeking a Head of Customer Support to lead and scale customer support, acting as the strategic voice of the user within a fast-growing startup. Highlights: 1. Lead and scale customer support across mobile apps 2. Strategic role as the voice of the user within the company 3. High ownership and real impact on product and user experience Labhouse is a fast\-growing startup that builds, launches, and scales its own AI \& Productivity Apps, operating under a subscription\-based business model. Based in Barcelona, Labhouse was founded by Andrés Bou and Horacio Martos (Co\-Founders of SocialPoint). We operate at the intersection of mobile technology, AI, and product\-driven growth, with a strong focus on experimentation and performance. Would you like to make an impact as part of a company that builds the best mobile apps used by millions of users worldwide? If so, discover your next challenge below. **About the Role:** =================== We are looking for a **Head of Customer Support** to lead and scale our customer support function across our mobile apps. This role goes far beyond answering tickets: you will own the full support operation while playing a **strategic role as the voice of the user** within the company. You will lead an initial team of **3 customer support agents based in Latin America**, ensuring high\-quality, fast, and empathetic support at scale. At the same time, you will act as a key bridge between **Customer Support, Product, and Engineering**, turning user feedback, recurring complaints, and reported bugs into actionable insights that drive product improvements. This is a **hands\-on leadership role**. You will be deeply involved in day\-to\-day operations, setting standards, improving processes, automating workflows, and continuously optimizing how we support tens of thousands of users. **About You:** ============== **Experience \& background:** * Proven experience in **Customer Support within a tech product**, preferably **mobile apps or SaaS**. * Experience working in environments with a **high daily volume of tickets**. * Previous experience **leading a customer support team** of at least **3–4 people**. * Strong **hands\-on profile**, comfortable being involved in daily operations, not just managing from a distance. **Operational excellence:** * Ability to design, document, and continuously improve **support processes and workflows**. * Experience defining **SLAs, KPIs, and quality standards** for customer support teams. * Strong focus on **automation and efficiency**, including macros, help centers, workflows, and AI\-based tools. * Experience scaling or preparing a support team for growth. **Product \& business mindset:** * Ability to identify **recurring issues, bugs, and user complaints**, and translate them into clear insights for Product and Engineering teams. * Experience collaborating closely with **Product Managers and Engineers** to improve the user experience. * Strong sense of prioritization and impact, understanding what really moves the needle for users and the business. **Leadership \& communication:** * Experience managing **remote and distributed teams**, especially across different time zones. * Excellent communication skills, with the ability to align support, product, and engineering stakeholders. * High ownership, autonomy, and accountability. **Comunication** * Full professional proficiency in **English** (written and spoken). * Spanish is a strong plus. **Nice to Have:** ================= * Experience supporting **subscription\-based products** or freemium models. * Experience working with **AI\-powered tools** or automations in customer support. * Background in QA, product operations, or customer experience roles. * Experience setting up or scaling support operations from an early stage. * Experience working in startups or fast\-paced scale\-up environments. **What we Offer:** ================== * **Hybrid work model** in Barcelona with flexible working hours. * High\-end equipment for your role. * Permanent contract with competitive compensation. * A young, entrepreneurial, and highly motivated team. * High ownership and real impact on product and user experience. * The opportunity to build, scale, and shape the customer support function from the ground up. **You should Know:** ==================== Labhouse is proud to be an equal\-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them. Come join us and help us build a company that everyone is proud to be part of.