Head of Customer Support

Whop•New York, NY

4h•$200,000 - $250,000

About The Position

You’ll own the entire customer experience at Whop. Lead a 43-person team handling 5,000+ tickets/day from end users and business owners. Own every channel customers touch: Intercom, social, review platforms, app stores. Work with Product, Engineering, and Trust & Safety to eliminate problems at the root, not just respond to them. This role reports to the Head of Growth. Vision: Every person who interacts with Whop should feel like they're the most important customer we have. We want the fastest response times in the industry. We want the highest CSAT scores anyone has ever seen on a platform at our scale. We want every single review surface to be a 5-star experience. When a customer has a problem, we don't just fix it, we make them glad it happened because of how well we treated them. The bar is not "good support." The bar is that people screenshot their Whop support interactions and post them on Twitter because they can't believe how good it was.

Requirements

3+ years leading customer support or CX teams at scale
You’ve managed large, distributed teams across time zones
Deep fluency with Intercom, FinAI, or similar AI-powered support tools
Obsessed with metrics: CSAT, first response time, first contact resolution, ticket deflection
You build systems that prevent fires, not just respond to them
Low-ego, non-performative, outcomes-driven
Want to take over the world and won’t settle for anything less than being the best
Scrappy and experiment-driven - no task too small, no idea too big

Nice To Haves

Experience in payments, marketplaces, or fintech is a strong plus

Responsibilities

Own all external reputation surfaces: BBB, Trustpilot, G2, App Store, Google, Twitter/X, Reddit. All world class.
Drive CSAT and CX scores to best-in-class. We measure % of conversations rated 4 or 5 out of 5. Make that number embarrassingly high.
Lead our AI-first support strategy. Train the AI, build workflows in Intercom/FinAI, and invest into native AI chat to replace third-party tools over time.
Partner with Product and Trust & Safety to deep-fix root causes driving ticket volume. Ticket categories should shrink over time.
Run a $20K/month surprise & delight program. Pizza for upset customers, gifting experiences, turning detractors into superfans.
Manage a 24/7 globally distributed support operation.
Keep all macros, docs, and knowledge bases current as we ship new products constantly.
Own Voice of the Customer reporting to leadership and product teams.
Scale support quality through AI and automation without linearly scaling headcount.