Head of Customer Support

Palta is a multi-product tech platform developing several mobile apps focused on health and well-being with a combined audience of more than 60 million monthly active users. Our portfolio includes such successful companies as Flo (global leader in female health), Simple (a nutrition and wellness app with over 15m downloads), Zing (personal fitness trainer), and more.

The rapid portfolio growth was fueled by the recently raised $100 million Series B round led by VNV Global, and the group's revenue is currently sustainably growing 50% YoY.

Zing AI Coach – the first AI Fitness Personal Trainer revolutionizing the way you approach health and wellness. Three years ago, we embarked on a mission to redefine the fitness landscape by crafting the world's first.

AI-powered solution, effectively replacing the need for a personal trainer. Today, we stand as pioneers in the industry, leveraging cutting-edge technology to tailor personalized fitness programs, motivate, educate, and guide you towards your goals like never before.

At Zing, we are not just another fitness app – we're a movement. Our vision is to empower individuals worldwide to unlock their full potential, both physically and mentally, through transformative journeys towards better health and well-being.

Joining Zing means becoming part of a dynamic team, united by our passion for innovation in the Health & Fitness market. With offices in Poland and Cyprus, and a global network of talented individuals worldwide, we offer a work environment that's not only highly flexible but also fosters creativity and collaboration at every turn.

We are seeking an experienced Head of Customer Support to lead our customer support team. The ideal candidate will have a proven track record in managing large support teams, setting and achieving KPIs, and delivering exceptional customer service in high-volume environments.

Responsibilities

• Lead, mentor, and manage a customer support team
• Develop and implement effective support strategies, policies, and procedures
• Set and monitor KPIs to ensure the team meets performance and service goals
• Prioritize and address customer needs, ensuring the highest levels of customer satisfaction and retention
• Manage escalated customer issues and ensure timely resolution
• Utilize tools such as Zendesk to streamline and enhance support processes
• Conduct market research and provide data-driven insights and recommendations to improve customer support operations
• Develop and deliver training programs for the support team to enhance their skills
  
  

Essential Qualifications

• Extensive experience in managing large customer support teams, preferably in industries with high transaction volumes and significant service demands
• Proven ability to hire, train, and effectively manage staff
• Exceptional leadership skills, with the capability to set clear goals, provide constructive feedback, and drive team performance
• Advanced proficiency with customer support tools such as Zendesk
• Excellent stakeholder management abilities
• Strong analytical skills
• A customer-centric mindset with a strong commitment to delivering outstanding service
• Excellent command of English (C1 level)
  
  

Why working at Zing is awesome

• Be part of the fastest-growing fitness and lifestyle startup
• Opportunities for rapid career development in a hyper-growth startup
• Excellent work environment: the company is small enough to be person-oriented
• Work-life balance to suit everyone: flexible working hours
• English-speaking environment
  
  

Come be a part of something extraordinary at Zing AI Coach – where innovation meets inspiration, and every day brings new opportunities for growth and impact.