About this role
Here at Fishbrain we have built the #1 fishing app in the US, designed for people who are passionate about fishing and the outdoors. Alongside Fishbrain, we run Fish Rules, the trusted source anglers use to stay on the right side of regulations. Our mission is to deliver an incredible experience that helps anglers achieve their fishing dreams, today and tomorrow.
We're currently looking for a Head of Customer and Data Quality Support to own how Fishbrain and Fish Rules support their users and keep app data accurate. Reporting to the Product Director, you'll lead two outsourced functions, customer support and data quality, own the vendor relationships and tools that run them, and keep service quality high across every channel.
This is a strategic and hands-on operational leadership role. You'll set the standards both teams work to, manage the partners and budgets behind them, evolve how the operation runs as the business changes, and turn what users and partners tell us into insight that shapes product and business decisions. You'll be the escalation point when cases get complex or sensitive, and the person who spots the recurring issues before they become bigger ones.
Please note that interviews will not start until week 33.
What you'll be working onLead and coach the outsourced customer support team across Fishbrain and Fish Rules, including vendor-side team leads and QA, covering day-to-day operations and coverage
Act as the escalation point for complex or sensitive cases, including time-sensitive requests from governmental and strategic partners
Lead the outsourced data quality team that proactively verifies app data (waters and related details) against authoritative sources, owning quality standards and work prioritization
Oversee content moderation and maintain the community guidelines behind it
Own the vendor relationships and budget behind both functions: contracts, commercial discussions, performance management, forecasting, and driving cost-efficiency without compromising customer experience
Own the support platform (Zendesk) and the self-serve help center, plus the onboarding materials, training, and agent playbooks for both functions
Define, track, and QA-review core metrics (CSAT, first response time, resolution time, self-serve deflection), feeding findings back into training
Coordinate incident response and business continuity across vendors, keeping customer-impact visibility and operational resilience during disruptions
Synthesize support cases and app reviews into clear themes for leadership, and partner with teams across the company on releases and customer-impacting initiatives
Own the processes, policies, and compliance the teams operate under, including GDPR data retention and erasure.
What we are fishing for7+ years in customer support or customer operations, including 3+ years in operational leadership, ideally leading other leaders such as vendor-side team leads
Proven experience managing outsourced or offshore teams and holding them to clear performance standards
Experience overseeing content moderation and maintaining community guidelines
Experience owning vendor relationships, including contracts, commercial discussions, and performance management
Experience preparing and managing a budget, including forecasting for outsourced services and tooling
Hands-on experience with support platforms such as Zendesk, including configuration and reporting
Experience using AI-enabled tools and workflows to improve support operations
Solid understanding of data protection and compliance requirements, such as GDPR
Strong analytical skills, able to interpret support data and translate it into clear recommendations for the business
A structured approach to process design, quality standards, and continuous improvement
Experience owning quality standards or data verification and accuracy operations
Excellent written communication, including the ability to write clear documentation and agent-facing materials
Comfortable working across time zones and managing partners in a remote-first setup
Fluent in English, both written and verbal
Extra meriting
Background in consumer apps or subscription products
Familiarity with user-generated content (UGC), social experiences, or online communities
Experience supporting governmental, regulatory, or strategic partners
Knowledge of fishing, the outdoors, or lifestyle apps
Where you’ll work
We work in a hybrid setup, and all team members are expected to work from our Stockholm HQ, The Lighthouse on Mondays, Wednesdays, and Thursdays.
Please submit applications in ENGLISH, those that are not will not be reviewed.
Our Bait
We’re a product-focused startup, and every individual is important. That means you get to contribute to the direction of the company and the impact we have on millions of anglers. We at Fishbrain work with the latest tech and challenge ourselves every day. We have a work culture that encourages innovation, passion and teamwork. And most importantly, we want you to enjoy coming to work every single day.
In addition, Fishbrain also offers:
🌴 30 days annual vacationEach year you’ll get 30 days vacation to use however, whenever
🤸♀️ Wellness bonus5000 sek annual allowance to put towards anything in the realm of health and fitness
🧑🎓 Learning & development daysFishbrain provides five paid Learning & Development days per year to its employees
🌎 Commitment to sustainabilityOur global data set, among the largest in the world, is selectively provided in a managed and controlled manner to scientific research partners in both North America and Europe to better understand and improve fisheries research
🤧🫷Flu vaccinationTo support your health and well-being, we’ll be offering complimentary flu vaccinations every year
🎣 Fishing rods in the officeGrab one and go fishing. We have fishing guides and experts working among us that can help you catch your dream fish
🐕 Dog friendlyFeel free to bring your furry friend to the office
🥳 Social activitiesQuizzes, virtual escape rooms, parties, regular fikas, fishing tournaments and much more!
🥪 BreakfastEvery Wednesday we start the day with a breakfast together
🍭 Candy, soda, fruits & snacks☕️ Coffee and tea🎮 Gaming corner🏓 Ping pong
Feeling hooked? Throw us a line!