Head of Customer Service

Helfy is a fast-growing HealthTech company building innovative consumer products that make healthcare more accessible and convenient. We combine technology, data, and a customer-first mindset to create seamless experiences for customers around the world. We're looking for a Head of Customer Support to lead, scale, and transform our global customer support operations. In this role, you'll take full ownership of a 24/7 support operation, leading an international team of 25+ professionals across multiple locations and time zones. We're looking for a hands-on, data-driven leader who knows how to turn customer insights into business improvements, build scalable processes, and leverage AI and automation to take customer support to the next level. This is an opportunity to make a real impact, drive innovation, and shape the future of customer support at Helfy. Lead & Develop Teams: Manage and mentor a global support organization, including Team Leads, QA, and Training functions, while building a high-performing, accountable team culture. Own Support Operations: Oversee 24/7 support coverage, workforce planning, escalations, and service quality to ensure an outstanding customer experience. Drive Data-Based Decisions: Define and monitor key performance metrics, including CSAT, SLA, FCR, and QA scores, translating insights into measurable improvements. Collaborate with Product & R&D: Identify recurring customer issues, analyze root causes, and work cross-functionally to drive effective, long-term solutions. Lead AI & Automation Initiatives: Implement AI-powered tools, chatbots, and automated workflows to improve efficiency, reduce support volume, and enhance customer satisfaction. Build Scalable Processes: Develop and optimize support workflows, escalation procedures, knowledge bases, and operational systems. Own Support Technology: Manage and continuously improve CRM, ticketing platforms, and support tools to enable efficient, scalable operations. Drive Continuous Improvement: Identify opportunities to improve performance, reduce operational costs, and deliver an exceptional customer experience. 5+ years of leadership experience managing Customer Support or Contact Center operations in a high-volume, technology-driven environment. Proven experience leading large, distributed, multicultural teams, ideally within a 24/7 operation. Strong analytical mindset with hands-on experience managing KPIs, dashboards, and performance reporting. Experience collaborating closely with Product, R&D, and Operations teams to solve complex customer issues. Proven ability to build and optimize scalable support processes, workflows, and operational structures. Hands-on experience with CRM and customer support platforms such as Zendesk, Intercom, Freshdesk, or Salesforce. Strong understanding of AI, automation, and emerging customer support technologies. Excellent leadership, communication, and stakeholder management skills. High ownership, proactive problem-solving skills, and the ability to thrive in a fast-paced environment. Fluent English – both written and spoken. Nice to Have Experience implementing AI-powered customer support solutions or chatbots. Background in HealthTech, E-Commerce, or B2C technology companies. Experience leading support transformation or scaling global operations. Knowledge of SQL, Looker, Tableau, or other BI tools. German or French language skills.