Head of Customer and Data Quality Support

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.

• Lead 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

• 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

• 7+ years in customer support or customer operations, including 3+ years in operational leadership, ideally leading other

leaders such as vendor-side team leads

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.

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.

Our 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