Fintech Customer Support - Team Lead

We're looking for a Team Lead to guide an international Technical Support Team that helps merchants and their shoppers worldwide.

This is an opportunity to combine your leadership skills, service orientation, and technical know-how while getting hands-on experience with risk and online fraud prevention.

Let's talk if you have the experience, drive, and passion to build and support a global team!

Before You Apply:

Our office is in Herzliya, and We work in a hybrid workmode.
Please send your CV in English only.
This is not a Software Development or IT Back Office role.

What You'll Do Every Day:

Lead a team of 4 support representatives based in Israel & Europe.
Build relationships and provide technical support to our merchants and shoppers via calls, emails, and chat.
Coordinate the day-to-day tasks of our Merchant Support Representatives.
Manage CRM systems and introduce tools and guidelines that improve the client experience.
Troubleshoot technical issues and collaborate with other teams to find long-term solutions.
Handle manager escalations and keep track of ongoing issues.
Plan work schedules to meet our Service Level Agreement (SLA) and quality targets.
Manage incidents and update clients about their status in real time.

Requirements:

2+ years of experience leading a Support Team in a software company.
5+ years of experience in technical customer support.
Fluent in both English and Hebrew (writing and speaking).
Proficiency in MS Office.
Ability to work on-site in Herzliya, Israel

Nice to Have:

Experience managing remote teams.
SQL skills.
Additional languages.
Background in online payments, e-commerce, or similar fields.
Proactive, service-oriented, and able to multitask.