---
title: 'Head of Customer Support at LABHOUSE'
canonical: 'https://feeny.ai/job/head-of-customer-support-labhouse-barcelona-9dt2ytgj5sv3'
type: 'job'
last_seen: '2026-10-13'
---

# Head of Customer Support at LABHOUSE 

- **Company:** LABHOUSE 
- **Location:** Barcelona, Spain
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-01
- **Last confirmed live:** 2026-10-13
- **Apply:** https://jobs.ashbyhq.com/labhouse/d235e555-b114-499b-b0e6-77a29b4e4c44

## Job description

Labhouse is a fast-growing startup that builds, launches, and scales its own AI & Productivity Apps, operating under a subscription-based business model. Based in Barcelona, Labhouse was founded by Andrés Bou and Horacio Martos (Co-Founders of SocialPoint). We operate at the intersection of mobile technology, AI, and product-driven growth, with a strong focus on experimentation and performance. Would you like to make an impact as part of a company that builds the best mobile apps used by millions of users worldwide? If so, discover your next challenge below.

About the Role: We are looking for a Head of Customer Support to lead and scale our customer support function across our mobile apps. This role goes far beyond answering tickets: you will own the full support operation while playing a strategic role as the voice of the user within the company. You will lead an initial team of 3 customer support, ensuring high-quality, fast, and empathetic support at scale. At the same time, you will act as a key bridge between Customer Support, Product, and Engineering, turning user feedback, recurring complaints, and reported bugs into actionable insights that drive product improvements. This is a hands-on leadership role. You will be deeply involved in day-to-day operations, setting standards, improving processes, automating workflows, and continuously optimizing how we support tens of thousands of users.

About You: Experience & background:

- Proven experience in Customer Support within a tech product, preferably mobile apps or SaaS.
- Strong track record resolving complex, high-sensitivity tickets, such as data privacy and GDPR requests (data access, deletion, consent), invoicing and billing issues, refunds and chargebacks, and account security cases.
- Solid understanding of GDPR and data protection requirements applied to customer support.
- Experience handling a good volume of tickets while keeping quality and accuracy high.
- Previous experience leading a customer support team of at least 3–4 people.
- Strong hands-on profile, comfortable being involved in daily operations, not just managing from a distance.

AI & automation:

- Proven hands-on experience designing and implementing AI-based automations in customer support, such as LLM-powered workflows, AI agents or chatbots, automated ticket triage and tagging, and AI-assisted responses.
- Experience with support platforms and their AI and automation capabilities (e.g., Zendesk, Intercom, Freshdesk) and with automation tools (e.g., Zapier, Make, n8n).
- Ability to measure the impact of automations on resolution time, deflection rate, and customer satisfaction.

Operational excellence:

- Ability to design, document, and continuously improve support processes and workflows, including clear escalation paths for legal, billing, and security cases.
- Experience defining SLAs, KPIs, and quality standards for customer support teams.
- Experience scaling or preparing a support team for growth.

Product & business mindset:

- Ability to identify recurring issues, bugs, and user complaints, and translate them into clear insights for Product and Engineering teams.
- Experience collaborating closely with Product Managers and Engineers to improve the user experience.
- Strong sense of prioritization and impact, understanding what really moves the needle for users and the business.

Leadership & communication:

- Experience managing remote and distributed teams, especially across different time zones.
- Excellent communication skills, with the ability to align support, product, and engineering stakeholders.
- High ownership, autonomy, and accountability.

Comunication

- Full professional proficiency in English (written and spoken).
- Spanish is a strong plus.

Nice to Have:

- Experience supporting subscription-based products or freemium models.
- Experience working with AI-powered tools or automations in customer support.
- Background in QA, product operations, or customer experience roles.
- Experience setting up or scaling support operations from an early stage.
- Experience working in startups or fast-paced scale-up environments.

What we Offer:

- Remote work from anywhere in Spain. If you are based in Barcelona, we would love for you to join us at the office (Barcelona Tech City) at least two days a week.
- High-end equipment for your role.
- Permanent contract with competitive compensation.
- High ownership and real impact on product and user experience.
- The opportunity to build, scale, and shape the customer support function from the ground up.

You should Know: Labhouse is proud to be an equal-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them. Come join us and help us build a company that everyone is proud to be part of.

## About LABHOUSE 

## Company Overview
- **One-liner**: Labhouse is a Barcelona-based startup studio that builds category-defining, AI-powered mobile applications used by over 100 million people globally.
- **Entity Type**: Private (Startup Studio, pre-IPO)
- **Headquarters**: Barcelona, Catalonia, Spain (Pier 01, Barcelona Tech City)
- **Founded**: 2021
- **Founders**: Horacio Martos Borja (Co-founder & CEO) [theorg.com](https://theorg.com/org/labhouse)

## Core Business
- Primary industry: AI-powered mobile applications / Productivity Software
- Target customers: B2C consumers (primarily) and SMBs (via Invoice Fly)
- Mission or purpose statement: "Creating software that makes people's lives easier" by focusing on "productivity tools and AI-first consumer apps used by millions around the world" [labhouse.io](https://labhouse.io/)

## Products & Services
- **[Cleaner GO]**: A privacy-first utility app for cleaning, organizing, and managing device storage (contacts, photos) with on-device AI, zero cloud storage. Over 28 million downloads. [labhouse.io](https://labhouse.io/our-apps/)
- **[Invoice Fly]**: A cross-platform invoicing tool for freelancers and SMBs. Used by over 9 million businesses to create invoices, send quotes, and manage payments. [labhouse.io](https://labhouse.io/our-apps/)
- **[Summary AI]**: An AI-powered tool that generates summaries, action items, and insights from meetings, documents, and transcripts. Processes over 4 million summaries per month, with +412% week-over-week growth. [labhouse.io](https://labhouse.io/)

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Over 100 million total downloads across 50 countries; 62% D30 retention in 14 markets [labhouse.io](https://labhouse.io/)
- **Notable Investors/Partners**: Not publicly disclosed (backed by pier 01, Barcelona Tech City ecosystem)
- **Growth Signals**: 50+ employees and growing; strong product-market fit evidenced by high retention rates; new app releases and rapid iteration cycles (TestFlight in 21 days) [labhouse.io](https://labhouse.io/)

## Competitive Advantages
- **Studio model**: One integrated team across product, design, engineering, AI, and growth — enabling faster shipping and tighter feedback loops compared to siloed organizations.
- **Small, lethal teams**: Teams built around one designer, two engineers, and one growth lead — no layers, no committees, maximizing velocity. [labhouse.io](https://labhouse.io/)
- **AI-native by design**: Rethink loops and workflows from scratch to make AI feel "invisible and obvious," rather than bolting LLMs onto legacy screens. [labhouse.io](https://labhouse.io/)
- **Data-driven growth**: "CAC, LTV, retention, and engagement are part of the product from day one. We build for long-term usage, not short-term hype." [labhouse.io](https://labhouse.io/)
- **Localized launches**: Pricing, copy, and metadata tuned per locale, never auto-translated — giving global reach with local relevance. [labhouse.io](https://labhouse.io/)

## Strategic Focus
- Continuing to scale existing apps (Cleaner GO, Invoice Fly, Summary AI) in Tier-1 and long-tail Asian markets.
- Building new AI-native mobile experiences through rapid prototyping (four-phase sprint: Concept → Build → Launch → Scale).
- Deepening monetization through subscription models and internationalization.
- Hiring aggressively for AI, engineering, and growth roles to support expansion. [jobs.ashbyhq.com/labhouse](https://jobs.ashbyhq.com/labhouse)

## Why Work Here
- **Talent density**: Small, high-ownership teams where "talent compounds when nobody hides." [labhouse.io](https://labhouse.io/)
- **Hybrid workspace**: Flexible remote/on-site policy; office at Pier 01 in Barcelona's tech hub. [builtin.com](https://builtin.com/company/labhouse-mobile-s-l)
- **Builders, not pointers**: Emphasis on hands-on builders who care about craft, not managers who delegate. [labhouse.io](https://labhouse.io/)
- **Fast iteration**: "We ship a TestFlight in weeks, not months" — real signals drive decisions, not politics. [labhouse.io](https://labhouse.io/)
- **Impact at scale**: Products used by millions daily across 50+ countries; chance to work on apps with proven traction.
- **Culture**: Described as "a small team of curious minds, obsessive product builders, and action-oriented problem solvers" who believe productivity software is "never finished." [labhouse.io](https://labhouse.io/)

## Sources
1. [labhouse.io — Company website](https://labhouse.io/)
2. [jobs.ashbyhq.com/labhouse — Careers page](https://jobs.ashbyhq.com/labhouse)
3. [builtin.com — Company profile and jobs](https://builtin.com/company/labhouse-mobile-s-l)
4. [theorg.com — Org chart and leadership](https://theorg.com/org/labhouse)
5. [labhouse.io/our-apps — Product portfolio](https://labhouse.io/our-apps/)

## Other roles at LABHOUSE 

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- [Art Director](https://feeny.ai/job/art-director-labhouse-barcelona-knh9fpd22v1j) — Barcelona, Spain
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