About Us:

WeWard is a fast-growing startup with a mission to motivate people to walk more and fight sedentary lifestyles. Our app combines engaging gamified features like weekly leaderboards or digital collectibles, rewards, and cashback offers to inspire millions of users worldwide. With a small, agile team of less than 60 employees, we value innovation, speed, and a trial-and-error approach to achieving our goals.

We believe customer support is at the heart of delivering exceptional user experiences. Our customer support team handles a broad range of requests, including technical troubleshooting, feature-related inquiries, monetization questions (affiliation, cashback, surveys), operational tasks (gift validations, store ratings), and more.

Working closely with José (our Customer Experience Manager), Veronica (CS Specialist) and Estelle (CS specialist), you’ll be operating in 8 languages with a hybrid team (we have contractors as well). Now we’re ready to scale to the next level!

Role and Responsibilities:

As the Head of Customer Support, you will lead and redefine how we engage with and support our users globally. You will own the vision, strategy, and execution of customer support, ensuring it aligns with our ambition to deliver top tier service quality. Specifically, you will:

Strategic Leadership

• Define and execute a customer support strategy that balances efficiency, scalability, and user satisfaction.

• Build and implement a roadmap for automating and industrializing processes to improve key metrics such as first resolution time, share of two-touch tickets, and cost per contact.

• Elevate our support value proposition by leveraging AI-powered solutions and aligning with the company’s growth goals.

Operational Excellence

• Oversee a global team, fostering collaboration among internal staff and contractors.

• Enhance operational workflows, including gift validations (e.g., bank wires, gift cards) and store ratings management, to ensure flawless execution.

• Conduct quarterly reviews to assess and enhance service delivery. These reviews will focus on analyzing customer feedback and operational data to identify areas for improvement.

Technical Expertise

• Lead the adoption of AI-driven tools to enhance first-touch resolution and automate routine tasks.

• Collaborate with product and tech teams to address recurring issues and ensure seamless integration of support solutions.

• Utilize your engineering knowledge to identify, develop, and implement tools and systems to optimize support operations.

Team Development

• Recruit, mentor, and inspire the support team that aligns with our fast-paced, trial-and-error culture.

• Establish training programs and career development pathways for team members to enhance skills and expertise.

• Cultivate a team culture of empathy, innovation, accountability, and excellence.

Our commitments:

• You will be joining a team of enthusiasts who love to share and whose values include ambition and determination! SUCCEED 🏆

• We give you real autonomy, trusting you to achieve the expected results by organizing yourself as you see fit. TRUST 🤝

• You will grow in a constantly evolving company culture, always on the lookout for what’s new! We love to keep up with news and trends, discover new practices, expand our thinking, and explore new horizons. Your curiosity will be no fault here! EXPLORE ⛏️

• We guarantee support in the face of obstacles. We look for solutions and think together about alternatives. If we’ve taken a wrong turn, we understand why and change course. Either way, we learn as we go. PROGRESS 📈

On a daily basis, you will be part of an inner life defined by its good mood, where everyone tries to accompany it with a touch of humor! SMILE 😁

👨‍👩‍👧‍👦 7+ years of experience in customer support, including leadership roles with broad functional scope; experience managing global teams in a startup or high-growth environment.

📊 Technical Expertise: Engineering background/knowledge with proven ability to drive process automation and industrialization or proven track record of defining and delivering operational performance technical roadmaps.

💻 AI and Tech-Savviness: Strong knowledge of AI applications in customer support, including chatbots, ticket routing, and resolution optimization.

💡 You like to link improvement and agility by coming up with new ideas! The spirit of WeWard has always been based on the Test & Learn approach, so we trust you to experiment with new things (around ten production launches a week)!

👨‍👩‍👧‍👦 You have a particular attraction for the start-up world and are looking to make a real impact in the adventure you’ll be joining.

📈 Data-Driven Mindset: Expertise in leveraging data to identify pain points, optimize operations, and measure success.

🌱 You’re keen to join a player in the health and wellness sector.

🌍 We’re now present in almost 30 countries worldwide… and you’re looking to develop in an international environment, with experience managing multilingual customer support teams; familiarity with international cultural nuances is a plus.

• 30-min call with Kaënaath, our Talent Acquisition Specialist. Together you’ll talk about your expectations and experiences, and she’ll introduce you to WeWard.

• 30-min call with David, our Product Director. Here you’ll go in detail about the role’s missions.

• A case study followed by a 1 hour debrief with the Product/CS team, including time for mutual feedback.

We finish with a tour of our offices to introduce you to other members of the team. And finally, if all goes well… Welcome! 🎉