Head of Customer Support & Success (Philippines, Remote)

Part-time to start (3 short daily shifts), growing into a full-time leadership role About us: We're a fast-growing digital product company. Our customers reach out by email, and we use AI to handle the routine, repetitive questions automatically. What's left — the human moments — is where you come in. These are the emails that need real empathy, judgment, and care: frustrated customers, refund requests, install issues, and the happy customers worth turning into lifelong fans. Our community skews toward a specific kind of customer, and the right person here will instinctively "get" how they think and talk. We're looking for someone who can speak to them naturally and build genuine trust. This is not a button-pushing ticket job. You'll own the entire customer experience — and as we grow, this becomes a full-time leadership role. The role You'll be our Head of Customer Experience. From day one you own: Email support — Reply to the emails our AI doesn't handle. Warm, clear, fast, and on-brand. Refunds & billing — Process refunds and resolve billing questions smoothly. Reviews — Spot happy customers and proactively invite them to leave a review. Churn & cancellations — Talk to people who are cancelling, understand why, try to save the ones worth saving, and capture the reasons. Product feedback loop — Turn what you hear from customers into clear, actionable insights for the team so we can make the product and service better. Voice of the customer — Be the person who knows our customers better than anyone and represents them internally. Over time you'll also help build the systems behind all of this — saved replies, FAQs, processes, and eventually a small team you lead. Schedule To start: 3 short shifts per day, roughly 1 hour each, spaced across the day so customers always get a timely reply (morning / afternoon / evening windows). Location: Must be based in the Philippines — this is a hard requirement, for timezone coverage and fit. Growth: This intentionally expands into a full-time role as the business scales. We want someone who wants to grow with us. What we're looking for Based in the Philippines (required) Excellent written English — warm, clear, concise, and natural, never robotic High empathy and strong de-escalation skills — you stay calm and kind when a customer is upset A customer success mindset — you don't just close tickets, you save customers, earn reviews, and turn buyers into fans Tech-comfortable — you can learn our product deeply and walk customers through common issues Reliable and self-managed — consistent and dependable across your daily shifts Nice to have: experience with help-desk tools (e.g. Chatbase, Gorgias, Zendesk, Intercom, Help Scout), SaaS/app or subscription-product support, and a track record of improving retention Able to use AI well like Claude