Support Team Lead, Recruit

Description:

Spark Hire is hiring a Support Team Lead for Recruit (our applicant tracking system!)

Location: Remote (Israel-based)

Team: Customer Support

Reports to: Senior Manager, Customer Support

Team size: 7 ICs (Israel & Argentina)

Questions? View this resource with more info about the hiring process, the role, and our organization

About Spark Hire

At Spark Hire, our purpose is to spark meaningful connections between talented individuals and organizations.

We aim to fulfill this purpose with our hiring software that helps small and medium-sized employers drive a collective, people-driven approach to hiring.

Our global customer base consists of thousands of organizations who use our solutions to make the connections that lead to successful hires.

Spark Hire’s core solutions include Meet which is a talent assessment solution that includes video interview software, behavioral assessments, and automated reference checks and Recruit, our applicant tracking system.

About the Role

We’re looking for a highly motivated Support Team Lead to manage our Recruit support team with the leadership guidance from our Senior Manager of Global Support.

You’ll lead a team of 7 Support Specialists based in Israel and Argentina, serve as the technical authority on the Recruit solution, and play a critical role in customer escalations and interdepartmental collaboration.

What You’ll Do

As the Support Team Lead for Recruit, your responsibilities include, but are not limited to:

• Lead & guide a team of 7 support professionals, setting clear goals and providing ongoing coaching and feedback
• Be the primary technical resource on the Recruit ATS, especially around product behavior, integrations, and APIs (no coding required)
• Own critical escalations by responding to complex tickets and joining customer calls to resolve issues effectively
• Actively collaborate cross-functionally with Product, Customer Success, and Engineering to ensure clear communication, aligned priorities, and documented processes
• Proactively contribute ideas for process improvements across the global support team (Meet and Recruit) to drive efficiency, scalability, and better customer outcomes
• Own the documentation for Recruit support so team members are enabled to perform their best work and decrease escalations to other departments
• Champion new processes, tools (including AI and automation), and operational methodologies in tandem with the Senior Manager of Global Support
• Provide data-driven insights to the Senior Manager of Global Support and broader leadership team that help us measure and monitor our high standards for customer support across time zones

What You Bring

While this is not an exhaustive list, these are the must-have and nice-to-have requirements for the position.

Must-Have

• 4+ years of customer-facing experience at a software company
• 2+ years of leadership and/or technical lead experience in a customer-facing technical support role
• Strong technical proficiency, especially with APIs, integrations, and complex product environments (no coding needed)
• Bilingual fluency in Hebrew and English – written and spoken
• Comfortability with ambiguity, thrives in fast-paced environments, and naturally collaborative
• Demonstrable evidence of customer support documentation you created and maintained
• Interest or experience in AI-powered tools and how they shape the future of customer support

Nice-to-Have

The following are highly preferred:

• Previous experience working fully remote, across global teams and time zones
• Background in HR or Recruiting
• Previous experience at an HR tech company
• Previous experience at a company with colleagues based in the United States
• Previous experience with a support tool such as Zendesk and/or Intercom

Why Spark Hire?

• Purpose-Driven Work: Help millions of people connect with employers
• Impact: With ~90 people on the team, your efforts are felt every day
• Flexibility: Fully-remote organization with flexible hours
• Supportive Culture: We’re all in this together and everyone, no matter the job title
• Global Team: Connect with colleagues from 10+ countries around the world

Ready to Join Us?

If you’re passionate about customer experience, love leading great people, and want to be part of a company that’s building for the future of work, we’d love to hear from you.

For more information about the hiring process and the role, please view this resource we put together.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

We require all candidates that receive and accept employment offers to complete a background check before being hired.

• Lead & guide a team of 7 support professionals, setting clear goals and providing ongoing coaching and feedback
• Be the primary technical resource on the Recruit ATS, especially around product behavior, integrations, and APIs (no coding required)
• Own critical escalations by responding to complex tickets and joining customer calls to resolve issues effectively
• Actively collaborate cross-functionally with Product, Customer Success, and Engineering to ensure clear communication, aligned priorities, and documented processes
• Proactively contribute ideas for process improvements across the global support team (Meet and Recruit) to drive efficiency, scalability, and better customer outcomes
• Own the documentation for Recruit support so team members are enabled to perform their best work and decrease escalations to other departments
• Champion new processes, tools (including AI and automation), and operational methodologies in tandem with the Senior Manager of Global Support
• Provide data-driven insights to the Senior Manager of Global Support and broader leadership team that help us measure and monitor our high standards for customer support across time zones

• 4+ years of customer-facing experience at a software company
• 2+ years of leadership and/or technical lead experience in a customer-facing technical support role
• Strong technical proficiency, especially with APIs, integrations, and complex product environments (no coding needed)
• Bilingual fluency in Hebrew and English – written and spoken
• Comfortability with ambiguity, thrives in fast-paced environments, and naturally collaborative
• Demonstrable evidence of customer support documentation you created and maintained
• Interest or experience in AI-powered tools and how they shape the future of customer support