Head of Customer Service

A leading group providing services to government ministries and local authorities is launching a large-scale national customer service operation.
We are seeking an experienced Head of Customer Service to lead the Ashkelon site, managing approximately 250 customer service representatives - around 50% of the total national service operation.
This is a senior leadership role with full responsibility for building, scaling, and managing a complex, high-volume customer service array from launch onward.

Key Responsibilities:

- Full responsibility for managing a large-scale customer service array with approximately 250 representatives
- Direct management of team leaders, shift managers, and senior service roles
- Full ownership of high-volume recruitment through an in-house Recruitment Lead, responsible for end-to-end hiring and workforce planning
- Management of Back Office, quality, training, and service support functions
- Driving service performance using data, KPIs, SLAs, and continuous improvement processes
- Leading teams handling tens of thousands of customer inquiries per day
- Close collaboration with technology and systems teams, including future AI-based service environments
- Building a strong service culture focused on accountability, engagement, and service excellence
דרישות התפקיד:
Mandatory Requirements:

Proven experience managing large customer service teams, including at least 50 representatives and management of managers
Experience leading distributed and shift-based teams
Strong data orientation and experience working with dashboards and service metrics
Proven ability to motivate, scale, and stabilize large teams
High technological orientation and openness to AI-driven service transformation

What’s in it for you:

A senior leadership role with exceptional scale and real impact
Opportunity to build and lead one of the largest public service customer service arrays in Israel
Direct influence over structure, people, service quality, and technology adoption
Long-term role within a stable and growing group
High visibility role with national-level responsibility

Operational Details:

Location: Ashkelon
Service operating hours: 08:00-20:00
Go-live date: March 1