Senior Customer Support and Education Team Lead

Israel · Full-time · Senior
About The Position

Optibus seeks to make public transportation better, together. To do this, we provide innovative solutions for public transport planning, scheduling, operations, and data management. Our Global Customer Success team is looking for a leader for our support and education teams. This individual will report to the Global VP of Customer Success, and work closely with cross-functional stakeholders such as Product, R&D, Marketing, Sales, and the Customer Success Management team.

About the Position

As our Senior Customer Support and Education Team Lead, your mission will be to provide a seamless customer experience by integrating multi-channel support with a robust knowledge base and educational resources and tooling. The ideal candidate will use data, insights, and collaborations across teams to drive synergies between real-time customer interactions and proactive educational initiatives. This will empower customers, enhance support effectiveness, and improve overall operations.

You will lead our support team towards effective, efficient and timely support for our customers, driving operational excellence and scalable processes. Additionally, our Education team provides the foundation of our knowledge base, and our on-demand training platform (for both internal stakeholders, and customers). As Senior

Customer Support and Education Team Lead you will work closely with our Education Team Lead, providing a key linkage between two parts of the organization that work together to enhance our ability to scale support, and communicate and train customers.

The key areas of responsibility for this role include:

Key Responsibilities:

Customer Support Management

Oversee daily operations of our global team of support engineers, agents, and BPO partners, ensuring alignment with company goals, and high levels of customer satisfaction.
Monitor support metrics and KPIs such as Customer Satisfaction Score (CSAT), and SLA measurements such as Time to Resolution (TTR)
Act as the ultimate point of escalation within the support team, working with, and empowering support team leads to triage and resolve issues
Train and onboard support agents, equipping them with the knowledge and tools to succeed.
Foster a culture of continuous learning, through regular performance reviews and provide constructive feedback to coach and motivate the team
Use statistical analysis to identify trends, improve performance, and drive customer satisfaction

Knowledge Base and Customer Education

Manage and lead the education team responsible for developing and maintaining the knowledge base, FAQs, video tutorials, and customer onboarding resources.
Partner with Product, Engineering, and Marketing teams to ensure documentation aligns with new features and updates.
Leads the education team in proactively addressing common customer pain points by actively monitoring usage trends, identifying gaps, and prioritizing new content creation based on support ticket trends and stakeholder feedback
Oversee the creation of industry-specific and role-based resources to cater to diverse customer segments.
Implements best practice for knowledge management, ensuring consistency across all materials and through a robust editorial process

Customer Journey Enablement

Drive adoption of self-service resources, with a focus on reducing repetitive inquiries and enabling proactive support.
Partner with Implementations team and Customer Success Managers (CSMs) to deliver onboarding programs and educational campaigns for new and existing customers.
Monitor customer health metrics, such as Net Promoter Score (NPS) and feature adoption, to identify opportunities for education-driven engagement.

Strategy and Alignment

Align Support and Education teams to share insights, close knowledge gaps, and maintain a unified source of truth.
Develop processes for support agents to provide real-time feedback on content usability and identify resource needs.
Lead cross-functional initiatives to improve customer outcomes and preemptively address challenges through education.
Work in collaboration with VP CS to create a multi-year strategy to maximize customer satisfaction and overall retention

Metrics and Analytics

Track and report on performance metrics for both support and education functions, including ticket volume trends, article usage, and self-service effectiveness.
Requirements
5+ years in Customer Support in a tech or startup environment including email, chat, and phone support across multiple product lines
2 - 5 years leading or working with an education team
Experience working with and managing BPOs
Experience working with and managing the strategic roadmap for customer enablement and training
Proven experience managing geographically distributed teams.
Strong analytical skills with experience in using statistical tools to drive performance measurement, and business growth.
Demonstrated experience with support solutions, process automations, and content creation tools
Excellent communication and stakeholder management skills.
Passion for helping customers succeed with a proactive problem-solving approach.
Excellent communication skills and ability to translate technical concepts into user-friendly content.

You’ll be a great fit for the role if you also have:

A growth-mindset, willing to learn from others, and see the growth potential in others
Resilience in handling challenges and changing circumstances, with a bias to action
The ability to lead through influence, utilizing strong listening skills to take inputs from team members and stakeholders - and driving cross-functional change with internal peers

About Optibus:

Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 6,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.

Why Join Optibus?

Be part of a company revolutionizing public transportation with cutting-edge technology.
Collaborate with global teams passionate about sustainability and innovation.
Enjoy a dynamic and inclusive workplace culture that values growth and creativity.

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.