Director of Global Customer Support

Description:

We’re looking for a forward-thinking, hands-on leader to guide Fiverr’s Global Customer Support through its next phase — one powered by AI, automation, and innovation. With our AI chatbot now handling a large portion of basic inquiries, your role will focus on reshaping and optimizing support operations around this new reality, ensuring that people and AI work together smoothly and effectively.

You’ll bring a strategic, data-driven mindset and an ability to evolve processes, teams, and performance standards in an AI-powered environment.

• Lead and own global customer support performance: Define, monitor, and achieve all SLAs and KPIs to ensure operational excellence.
• Optimize support operations in an AI-powered workflow: Redefine processes, responsibilities, and workstreams now that the AI chatbot is live, ensuring seamless collaboration between agents and AI systems.
• Develop a forward-thinking support strategy: Continuously evolve Fiverr’s customer support vision to stay aligned with AI-driven service models, emerging technologies, and industry best practices.
• Standardize and optimize operations: Establish global procedures, policies, and standards to support 24/7 customer operations.
• Leverage insights and data: Analyze support metrics, dashboards, and customer feedback — including AI performance data — to identify trends, challenges, and opportunities for improvement.
• Collaborate cross-functionally: Partner with product, operations, and other teams to ensure AI tools and human workflows remain aligned with business goals and evolving customer needs.
• Build and empower teams: Recruit, train, and mentor Customer Support Team Leaders, guiding them through new AI-integrated workflows and fostering adaptability, ownership, and continuous learning.
• Inspire and drive culture: Champion Fiverr’s values by cultivating innovation, teamwork, and a customer-first mindset within an evolving support environment.
• Ensure resolution excellence: Take ownership of complex customer issues, driving them to full resolution with accountability and care.

• 3+ years of experience in Customer Support or Success Operations management within a large-scale organization — required.
• Proven experience managing global operations and collaborating with external vendors or outsourcing partners — preferred.
• Experience leading digital transformation, AI implementation, or support automation projects — a strong advantage.
• Hands-on experience with support technologies, running POCs, and working closely with product teams — a strong plus.
• AI-native mindset — comfortable exploring new tools, learning autonomously, and driving innovation in support operations.
• Exceptional written and verbal communication skills in English (professional fluency).

At Fiverr, we’re not about checklists. If you don’t meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you.