search Browse Jobs
Head of Customer SupportLABHOUSE · Barcelona
LABHOUSE logo

LABHOUSE

company page ↗

Head of Customer Support

🗓️ Posted 2026-10-01 Barcelona Fulltime Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market 3,000 EUR–4,500 EUR/mo

About the Company

Labhouse is a fast-growing startup that builds, launches, and scales its own AI & Productivity Apps, operating under a subscription-based business model. Based in Barcelona, Labhouse was founded by Andrés Bou and Horacio Martos (Co-Founders of SocialPoint). We operate at the intersection of mobile technology, AI, and product-driven growth, with a strong focus on experimentation and performance. Would you like to make an impact as part of a company that builds the best mobile apps used by millions of users worldwide If so, discover your next challenge below.

About the Role

We are looking for a Head of Customer Support to lead and scale our customer support function across our mobile apps. This role goes far beyond answering tickets: you will own the full support operation while playing a strategic role as the voice of the user within the company.

Responsibilities

  • ● , and empathetic support at scale. At the same time, you will act as a key bridge between Customer Support, Product, and Engineering, turning user feedback, recurring complaints, and reported bugs into actionable insights that drive product improvements.
  • ● This is a hands-on leadership role. You will be deeply involved in day-to-day operations, setting standards, improving processes, automating workflows, and continuously optimizing how we support tens of thousands of users.

Requirements

  • ● Proven experience in Customer Support within a tech product, preferably mobile apps or SaaS.
  • ● Strong track record resolving complex, high-sensitivity tickets, such as data privacy and GDPR requests (data access, deletion, consent), invoicing and billing issues, refunds and chargebacks, and account security cases.
  • ● Solid understanding of GDPR and data protection requirements applied to customer support.
  • ● Previous experience leading a customer support team of at least 3-4 people.
  • ● Strong hands-on profile, comfortable being involved in daily operations, not just managing from a distance.
  • ● AI & automation:
  • ● Proven hands-on experience designing and implementing AI-based automations in customer support, such as LLM-powered workflows, AI agents or chatbots, automated ticket triage and tagging, and AI-assisted responses.
  • ● Ability to measure the impact of automations on resolution time, deflection rate, and customer satisfaction.
  • ● Operational excellence:
  • ● Ability to design, document, and continuously improve support processes and workflows, including clear escalation paths for legal, billing, and security cases.
  • ● Product & business mindset:
  • ● Ability to identify recurring issues, bugs, and user complaints, and translate them into clear insights for Product and Engineering teams.
  • ● Strong sense of prioritization and impact, understanding what really moves the needle for users and the business.
  • ● Leadership & communication:
  • ● Excellent communication skills, with the ability to align support, product, and engineering stakeholders.
  • ● High ownership, autonomy, and accountability.
  • ● Comunication
  • ● Full professional proficiency in English (written and spoken).
  • ● Spanish is a strong plus.
  • ● NICE TO HAVE:

Benefits

  • ● Remote work from anywhere in Spain. If you are based in Barcelona, we would love for you to join us at the office (Barcelona Tech City) at least two days a week.
  • ● High-end equipment for your role.
  • ● Permanent contract with competitive compensation.
  • ● High ownership and real impact on product and user experience.
  • ● YOU SHOULD KNOW:
  • ● Labhouse is proud to be an equal-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them.
  • ● Come join us and help us build a company that everyone is proud to be part of.