Head of Customer Support
Submagic
Full Time
Required skills
- customer-obsessed
- process-oriented
- support-leadership
- saas
- high-volume
- customer-satisfaction
- operational-excellence
- support-automation
- systems-thinking
- clear-communication
- results-driven
- hands-on-leadership
- problem-solving
About the role
As our Head of Customer Support, you'll own the entire support experience at Submagic — from designing scalable systems to leading a world-class team:
Design and implement a world-class support experience — Make every interaction feel like a luxury service
Create obsession-worthy support — Ensure no customer ever feels stuck, ignored, or frustrated
Build a hybrid support system — Automate 80% of customer inquiries (with AI, intelligent FAQ, self-serve flows) and create a human-first, high-touch system for the remaining 20%
Lead, coach, and manage — Direct a remote support team (currently 3 talented people) to ensure speed, quality, and empathy at every step
Define KPIs and processes — Set clear goals and continuously optimize tools, workflows, and performance metrics
Be the voice of the customer — Identify and report bugs, friction points, and product feedback to help us continuously improve
Continuously innovate — Challenge the status quo with "How can we make this better?" and push for excellence, always
You'll have the freedom to implement your vision and the resources to make it happen in a fast-growing company that values action and impact.
About Submagic
Submagic is the world's leading AI short-form video editor, launched in 2023 with one of the fastest growth trajectories in the AI space.
We help businesses and creators elevate their social media presence through engaging short-form videos while dramatically simplifying their editing process and saving them valuable time.
Our mission is to help businesses create captivating short-form videos faster.
Key Metrics:
3+ million users worldwide and growing rapidly
10,000+ projects created daily by businesses and creators
Profitable since day 1, bootstrapped and rapidly scaling without external funding
Trusted by Shopify, Uber, PSG and hundreds of marketing agencies & video professionals
Building a billion-dollar company with just 20 people - we believe exceptional impact doesn't require large teams
Currently a team of 15 passionate professionals working remotely across the globe
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