Head of Customer Support

As Head of Customer Support, you will own the vision, roadmap, and performance of WeWard's global support organization.

Your goal: build one of the most innovative, efficient, and user-centric support experiences on the market, combining human empathy, product excellence, smart use of rewards (Wards), and AI-driven automation.

You will lead a growing hybrid organization (internal team, outsourced agents, and technical systems), ensuring WeWard delivers world-class service quality while scaling efficiently and profitably.

Beyond operations, you will act as the structured voice of the user inside the company, turning real-world feedback into product, business, and organizational decisions that directly impact satisfaction, retention, and trust.

1. Strategy & Vision

• Define and communicate the long-term vision for Customer Support at WeWard, aligned with company objectives around user satisfaction, retention, efficiency, and scalability.

• Position Customer Support as a strategic business function: a source of user insight, product improvement, and retention — not only a cost center.

• Build and own a clear multi-year roadmap balancing: AI automation, process optimization, human expertise, and smart use of rewards (Wards).

• Ensure regular execution, prioritization, and follow-up of this roadmap with clear KPIs, accountability, and leadership visibility.

• Act as a strategic counterpart to Product, Tech, Data, Marketing, QA, and Business teams to ensure user impact is always considered in decision-making.

2. Product, Automation & Process Roadmap

• Own the Support Product roadmap in close collaboration with Product and Data teams: identify, prioritize, and deploy tools and systems (AI agents, workflow automation, QA dashboards, analytics).

• Rely on a strong operational setup already in place: work closely with Thibaud (AI Operations Manager), your right hand, who owns day-to-day operations, tooling, automation, and process optimization.

• Together, oversee the evolution of Zendesk and connected tools (Amplitude, internal platforms) to maximize automation, data quality, and actionable insights.

• Drive a culture of experimentation and measurement (e.g. A/B testing of responses, automation vs manual resolution, compensation vs human time).

• Ensure all processes are scalable, documented, and measurable, with clear ownership and performance indicators.

3. Performance, Retention & Financial Ownership

• Oversee a hybrid global support team including: Thibaud, José (Operations Manager), Estelle & Veronica (Customer Specialists), and a team of ~10 outsourced agents.

• Own and continuously improve key support KPIs, including: User retention and re-engagement post-contact, CSAT, First Resolution Time, share of automated tickets, cost per contact (all-in: human, tools, AI, rewards), impact on App Store ratings.

• Pilot the global Customer Support budget, covering: internal and external teams, tools and AI solutions and distribution of Wards as a support lever.

• Define clear decision frameworks to arbitrate between: human time, automation, and direct compensation via Wards — always aiming to maximize user satisfaction and retention at the lowest sustainable cost.

• Oversee and secure support-related financial flows, including bank transfers and gift cards issued to users.

• Work closely with Tech / Fraud and Data teams to design and continuously improve robust validation and anti-fraud workflows, ensuring legitimate users are rewarded while limiting abuse.

4. Leadership, Organization & Scaling

• Lead and scale a global hybrid support organization, building on a strong operational team already in place.

• Clarify ownership across operations, automation, and strategy, and secure the right resources to deliver the roadmap.

• Foster a culture of ownership, empathy, and continuous improvement, with regular performance reviews and clear accountability.

5. Cross-Functional Influence & Voice of the User

• Act as the structured voice of the user across Product, Tech, Marketing, QA, and Business teams.

• Ensure Customer Support is involved early in product launches, experiments, and user-facing communications.

• Turn user feedback into clear, actionable insights, and regularly present learnings and KPIs to company leadership.