We’re looking for an experienced and proactive Head of Customer Support to lead our growing support team! Woofz is a top-rated dog training app that helps owners understand their furry friends better, fostering a stronger bond through tailored lessons, tricks, behavior tips, and wellbeing hacks. You can find us on the App Store and Google Play!
If you have a strong background as a Lead or Head of Support, particularly in the mobile app industry, and are ready to take on new challenges, this role is for you. You’ll oversee the customer support team for our pet training app, focusing on delivering exceptional service and improving processes.
As Head of Support, you’ll not only manage day-to-day operations but also play a key role in shaping the support strategy, building a scalable team, and driving innovation in customer service.
? What Makes This Position Attractive?
- Lead and scale the support team for a cutting-edge pet training app, making a tangible impact on user experience.
- Be part of a dynamic and collaborative environment where your expertise and vision are highly valued.
- Drive innovation in customer support by implementing new tools, processes, and channels.

Requirements:
- Proven experience as a Head of Support / Lead Support with at least 1−2 years in a leadership role, preferably in the mobile app industry.
- In-depth knowledge of the mobile app ecosystem, including app updates, device compatibility, and subscription models.
- Advanced written English (C1-C2), capable of crafting clear, professional, and well-structured communication.
- Hands-on experience with Zendesk as the primary customer support tool.
- Proficiency with Atlassian tools (Jira/Confluence) for team collaboration and documentation.
- Experience working with payment systems like PayPal or Stripe.
- Demonstrated ability to build and scale a team, including hiring, onboarding, and managing exits when necessary.
- Experience in task management, including setting clear and actionable requirements for the development team.
- Expertise in budgeting, risk analysis, and strategic planning. The ability to create a comprehensive department development plan for the year and establish the team’s work direction.
- Excellent decision-making and problem-solving skills and stress resistance, with the ability to navigate high-pressure situations effectively.
- Fluency in Belarusian, Ukrainian, or Russian.
- Passion for pets or experience caring for them!

Key Responsibilities:
- Develop and execute the department strategy: Create quarterly and annual plans, including hiring roadmaps, capacity planning, and budgeting.
- Establish and optimize processes: Design workflows for collecting and analyzing customer feedback, shaping refund policies, and other critical support procedures.
- Team Leadership: Manage, mentor, and inspire the support team to meet performance goals and ensure a high level of service quality.
- Collaborate with the Support Team Lead: Ensure the adoption and seamless execution of established processes, driving operational excellence.
- Foster cross-departmental collaboration: Work closely with other teams, such as Product, Marketing, and Development, to ensure alignment and address customer needs effectively.
- Innovate communication channels: Identify and implement new customer touchpoints, such as live chat, social media, to meet evolving customer needs.
- Conduct competitor and market research: Stay informed about industry trends and identify best practices in customer support, even from other sectors, to enhance the team’s performance.
- Leverage AI tools thoughtfully: Explore opportunities to integrate AI into support workflows while maintaining a strong balance to deliver exceptional human-centric support.

Our Benefits:
- Remote work
- Sport and education compensations
- Psychologists compensation
- Coworkings compensation
- Medical Expense Reimbursement
- Team buildings 2 times a year
- Birthday presents ?
- Merch
- 1−5 years anniversary

Time-off Policy:
- Unlimited Out of office days
- Sick leave
- Business trip
- Unpaid leave
- Compassionate leave.

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