Head of Customer Service & Automation

Overview

At Reverse Tech, we are on a mission to create, launch, and scale digital product brands in the health and wellness space. Our goal is ambitious – we aim to help 10 million people improve their health by 2030 through hyper-targeted, mass-scale brands. We specialize in subscription-based business models and pride ourselves on being results-focused, with no big egos, just big data.

What We Want to Achieve :

Our vision is to discover novel self-serve solutions to the world’s greatest health problems, all while adhering to our core values.

We are looking for a Head of Customer Service & Automation to join our Reverse Tech remote team. You will play a crucial role in building and scaling our mobile apps within our health and wellness vertical. You’ll work closely with senior stakeholders across all of Reverse Tech, contributing to our mission of improving lives and changing the world through innovative digital solutions.

About the Role

The Head of Customer Support & Automation will lead our operations for customers in North America, Europe, and LATAM. If you are an experienced customer service professional with both leadership ambitions and a hands-on mentality — and you’re passionate about AI — this role could be a perfect fit.

You’ll own business-critical support KPIs and be responsible for implementing automation and AI across our workflows. You’ll manage our reputation in app stores and provide the Product team with actionable customer insights. This is a hands-on “player-coach” role : you’ll manage a team while directly building the systems, processes, and automations that will scale us further. A passion for AI tools, an analytical mindset, and experience in subscription businesses or high-growth startups are essential.

Responsibilities

• Lead globally : Manage the existing team and processes to ensure the highest level of service for our customers.
• Own the customer support experience : Define the vision, roadmap, and execution end-to-end.
• Set direction : Define and prioritize team OKRs and workflows that align with company objectives.
• Drive automation & AI : Build and optimize workflows, and write clear, detailed specifications for developers and teams building AI automation tools.
• Raise quality & speed : Define QA processes, run calibrations, audit tickets, and implement playbooks that improve CSAT and response times.
• Own reputation management : Oversee App Store, Google Play, and public review responses; escalate critical issues; and generate structured insights for Product.
• Ensure compliance & security : Improve existing processes and systems while implementing new requirements in cooperation with Legal and Infosec teams.
• Introduce commercial impact : Design upsell and retention scripts for support conversations, measure their impact, and improve attach rates without harming CSAT.
• Be hands-on : Audit tickets and reviews, configure tools, build dashboards, and personally validate processes.
• Be analytical : Generate clear, actionable reports and insights from customer data.
• Be flexible and fast-paced : Support new product launches and testing without imposing rigid processes or corporate overhead.
• Close the loop with Product : Translate support insights into data-driven input for Product and Growth teams.

Desired Skills

Our Values

Benefits

Learn more about us at and apply today to become a key player in our exciting journey.

This position is offered as a Remote option, reach out to us to evaluate the options according to your location.

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