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Role Description

Dripify is looking for a Head of Customer Support to lead and grow our multinational support team and deliver an exceptional customer experience that users genuinely love, 24/7.

• Manage support teams across several countries
• Build efficient processes and introduce high standards of service quality
• Ensure the team is trained, motivated, and set up for success
• Collaborate closely with Product, Sales, and other departments
• Structure a support organization effectively
• Set up clear cross-department processes
• Continuously improve support SLAs and key performance metrics like CSAT, FRT, and resolution time
• Build and lead a high-performing, motivated remote team
• Create a positive, accountable, service-driven culture

Qualifications

• 5+ years of experience managing international Customer Support teams in a high-volume, fast-paced environment
• 2+ years in Customer Support leadership roles within B2B SaaS
• Proven experience hiring, onboarding, mentoring, and developing customer support team members
• Demonstrated ability to design, document, and implement scalable support processes
• Experience building or improving support knowledge bases, internal documentation, and training systems
• Experience managing escalations, including technical issues and urgent customer situations
• Strong understanding of Intercom or similar support platforms
• Solid experience with HubSpot CRM or similar
• Experience working with AI chatbots, automations, and AI-assisted support flows
• Proven track record of building and optimizing cross-team processes
• Experience of successfully building and maintaining a positive team culture
• Strong written and spoken English
• High ownership, proactive mindset, and ability to make decisions under uncertainty

Responsibilities

• Lead and manage a multinational customer support team
• Develop the long-term vision, SLAs, and OKRs for the Support department
• Own, monitor, and report on all critical Support KPIs
• Lead the hiring, onboarding, mentoring, and professional development of support agents
• Oversee onboarding programs for new support agents
• Design, roll out, and manage a robust QA framework
• Own the continuous education of the support team
• Proactively identify and lead initiatives that improve support workflows
• Lead the strategy for optimizing the AI chatbot and knowledge base
• Own and optimize the support tech stack
• Act as the operational bridge between Support and other teams
• Partner with Product and Engineering teams to prioritize improvements
• Collaborate with Sales and Success teams for high-value customers
• Create and execute clear internal and external communication protocols

Work conditions

• 100% remote position, providing flexibility and work-life balance
• Competitive salary reflecting your skills and expertise
• 24 days of paid vacation per year
• 10 days of paid sick leave
• Educational opportunities
• Compensation budget for medical and hobby/sport expenses
• Generous budget for birthdays and anniversaries
• Online and offline team events
• A collaborative and innovative work environment

Hiring process

• ✅ Intro call with HR Generalist (45-60min)
• ✅ Test assignment
• ✅ Interview with Head of Product & Operations and CEO
• ✅ Reference check
• ✅ Offer