SYNCO is a recruitment agency that helps businesses sync with top talent to drive growth and success. We go beyond just filling roles — we find the perfect match for both sides, ensuring that values, culture, and ambitions align for long-term impact.
Now we’re looking for a user-centric Head of Customer Support for our partner — B2C product company. We need someone who will scale a high-performing support function, combine human expertise with smart automation, and turn customer feedback into a better product experience.
The product’s growing fast — with proven unit economics, positive ROI on key audiences and strong user love.
Why this role:
Meaningful product: Help people feel and live better through expert-backed programs and highly tailored user experiences.
Strong leadership: Work alongside experienced leaders who have successfully built and scaled consumer products.
Move quickly: Turn ideas into real product improvements within days and see the results of your work almost immediately.
Real ownership: Make an impact in a flat, data-informed environment where the strongest ideas win, regardless of title.
AI-first mindset: Use AI to take repetitive work off the team’s plate, freeing people to focus on complex customer needs that require empathy, judgment, and thoughtful problem-solving.
Growth opportunities: Take on broader responsibilities and increase your impact as the business grows.
What you will do:
Scale support processes that create a strong foundation for seamless and efficient operations.
Leverage AI, CRM, Helpdesk tools, and chatbots to automate workflows and eliminate repetitive tasks with our Support Automation Specialist.
Train and lead a high-performing support team while building a culture of ownership and continuous improvement.
Empower users through self-service by developing the knowledge base, FAQs, and chatbot flows, with the goal of reducing inbound requests by up to 50%.
Deliver a top-tier customer experience and maintain CSAT at 90%+, balancing speed, quality, and operational efficiency.
Build clear processes around key support metrics, including CSAT, NPS, FCR, SLA, AHT, and churn rate.
Turn customer feedback into actionable insights and work closely with Product to improve usability and the overall user experience.
Support and continuously improve the experience for a diverse customer base across the Tier-1 market.
Collaboration with payment, product, and engineering teams.
What we’re looking for:
4+ years of experience in Customer Support, including 2+ years in a leadership role.
Experience working with scalable B2C products and managing high volumes of customer inquiries, including requests coming from social media.
Proven success in support automation, including chatbots, AI-based workflows, and self-service solutions.
A strong analytical mindset and hands-on experience with support metrics such as CSAT, NPS, FCR, SLA, AHT, and churn rate.
Experience collaborating with Product teams and translating customer feedback into improvements in usability and product experience.
Proven people-management experience, including hiring, onboarding, training, performance management, and quality control.
Upper-Intermediate English or higher.
A strong ownership mindset: you’re comfortable making decisions, setting priorities, and improving systems rather than simply maintaining them.
Will be a plus:
Experience with a subscription-based business model.
What we offer:
Work from anywhere with a fully remote setup that adapts to your lifestyle.
Flexible working hours that align with your most productive rhythm.
Basic benefits package, including paid vacation, sick leave, and more.
Personal and professional support, with advocacy available when you need a hand.
Access to a curated corporate library filled with resources to fuel your continuous learning and development.
If you’re looking for the opportunity to contribute to the development of innovative products using cutting-edge
