Head of Customer Support (FR)

Hi there! 👋

🐼 About us

WeWard is the app that rewards you for walking and turns everyday steps into real-life rewards, connections, & positive impact!

Our mission is to help people move more, feel better, and make movement meaningful.

Today, we are trusted by 25M users worldwide, with a fast-growing, international team and offices in Paris and New York.

Our ambition is to build the world's leading movement-and-rewards platform, scaling globally while using technology, data, and smart incentives to drive lasting behavior change and wellbeing at scale.

🎯 About the role

As Head of Customer Support, you will own the vision, roadmap, and performance of WeWard's global support organization.

Your goal: build one of the most innovative, efficient, and user-centric support experiences on the market, combining human empathy, product excellence, smart use of rewards (Wards), and AI-driven automation.

You will lead a growing hybrid organization (internal team, outsourced agents, and technical systems), ensuring WeWard delivers world-class service quality while scaling efficiently and profitably.

Beyond operations, you will act as the structured voice of the user inside the company, turning real-world feedback into product, business, and organizational decisions that directly impact satisfaction, retention, and trust.

Your impact/responsabilities

As a Head of Customer Support at WeWard, you will oversee:

Strategy & Vision

• Define and communicate the long-term vision for Customer Support at WeWard, aligned with company objectives around user satisfaction, retention, efficiency, and scalability.
• Position Customer Support as a strategic business function: a source of user insight, product improvement, and retention --- not only a cost center.
• Build and own a clear multi-year roadmap balancing: AI automation, process optimization, human expertise, and smart use of rewards (Wards).
• Ensure regular execution, prioritization, and follow-up of this roadmap with clear KPIs, accountability, and leadership visibility.
• Act as a strategic counterpart to Product, Tech, Data, Marketing, QA, and Business teams to ensure user impact is always considered in decision-making.

Product, Automation & Process Roadmap

• Own the Support Product roadmap in close collaboration with Product and Data teams: identify, prioritize, and deploy tools and systems (AI agents, workflow automation, QA dashboards, analytics).
• Rely on a strong operational setup already in place: work closely with Thibaud (AI Operations Manager), your right hand, who owns day-to-day operations, tooling, automation, and process optimization.
• Together, oversee the evolution of Zendesk and connected tools (Amplitude, internal platforms) to maximize automation, data quality, and actionable insights.
• Drive a culture of experimentation and measurement (e.g. A/B testing of responses, automation vs manual resolution, compensation vs human time).
• Ensure all processes are scalable, documented, and measurable, with clear ownership and performance indicators.

Performance, Retention & Financial Ownership

• Oversee a hybrid global support team including: Thibaud, José (Operations Manager), Estelle & Veronica (Customer Specialists), and a team of ~10 outsourced agents.
• Own and continuously improve key support KPIs, including: User retention and re-engagement post-contact, CSAT, First Resolution Time, share of automated tickets, cost per contact (all-in: human, tools, AI, rewards), impact on App Store ratings.
• Pilot the global Customer Support budget, covering: internal and external teams, tools and AI solutions and distribution of Wards as a support lever.
• Define clear decision frameworks to arbitrate between: human time, automation, and direct compensation via Wards --- always aiming to maximize user satisfaction and retention at the lowest sustainable cost.
• Oversee and secure support-related financial flows, including bank transfers and gift cards issued to users.
• Work closely with Tech / Fraud and Data teams to design and continuously improve robust validation and anti-fraud workflows, ensuring legitimate users are rewarded while limiting abuse.

Leadership, Organization & Scaling

• Lead and scale a global hybrid support organization, building on a strong operational team already in place.
• Clarify ownership across operations, automation, and strategy, and secure the right resources to deliver the roadmap.
• Foster a culture of ownership, empathy, and continuous improvement, with regular performance reviews and clear accountability.

Cross-Functional Influence & Voice of the User

• Act as the structured voice of the user across Product, Tech, Marketing, QA, and Business teams.
• Ensure Customer Support is involved early in product launches, experiments, and user-facing communications.
• Turn user feedback into clear, actionable insights, and regularly present learnings and KPIs to company leadership.

Our commitments

• 🏆 SUCCEED --- You'll join a team of passionate people who share values of ambition and determination
• 🤝 TRUST --- We give you real autonomy, trusting you to reach your goals in your own way
• ⛏️ EXPLORE --- You'll grow in a culture that's constantly evolving and curious about what's next
• 📈 PROGRESS --- We'll support you through challenges, learn from mistakes, and move forward together
• 😁 SMILE --- And every day, you'll be part of a fun and positive environment where humor is always welcome

🧠 What we're looking for

You're the perfect match if you have...

• 10 years of experience in Customer Support / Customer Experience within a high-scale B2C environment
• Proven ability to lead support organizations beyond operations, with experience managing teams and managers.
• Strong user- and product-oriented mindset, able to turn user feedback into concrete product and business decisions.
• Data-driven and business-minded, comfortable owning KPIs, budgets, and trade-offs between human effort, automation, and user compensation.
• Experience working closely with Product, Tech, Data, Marketing, and Fraud/Risk teams.
• Comfortable dealing with financial and sensitive topics (payments, rewards, fraud, user compensation).
• Natural leader and clear communicator, able to influence across teams and represent the voice of the user at leadership level.
• Thrives in fast-growing, ambiguous environments and enjoys building structure at scale.

🎁 What we offer

• ✈️ A global, mission-driven team with teammates in Paris, NY, London, Boston!
• 🧘‍♀️ A healthy work/life balance (we walk the talk)
• 💡 Annual learning & dev budget (you grow, we grow)
• 🏠 Hybrid work, with 2 days of remote work per week
• 🏢 (Really, really) Cool office in central Paris with snacks, a walking desk and a huge Wardy hanging around

Recruitment process

1. A 30-min intro call with Kaënaath, our Talent Acquisition Specialist --- to discuss your background, expectations, and introduce you to WeWard
2. 30-min call with Tanguy, our Co-founder and your future manager. Here you'll go in detail about the role's missions and what success looks like in this position.
3. Case study prepared by Tanguy, Aurélien (CTO) and Yves (CEO), followed by a 1h30 debrief session.
4. 30-minute call with Thibaud, our Customer AI Operations Manager, with whom you'll work very closely.
5. Meeting with your future team members --- the people you'll be leading day-to-day.
6. Office visit to meet other members of the WeWard team and discover our work environment.