Customer Care Manager 

Customer Care Manager 
A SaaS company is seeking an experienced, hands-on leader to head its Customer Care
department, including Technical Support, Retention, and Customer Success. 
If you're passionate about leading people, optimizing processes, and driving impactful projects-
while delivering an outstanding customer experience- this is a great opportunity to make a real
difference. 
Responsibilities 
 Lead, mentor, and develop a team of 7 Customer Care agents 
 Provide guidance and support to agents in managing escalations and complex customer
cases 
 Build, implement, and continuously improve workflows and processes 
 Own and drive KPIs including service levels, retention, and customer satisfaction 
 Analyze data and generate actionable insights to enhance customer experience 
 Collaborate cross-functionally with Product, Operations, and R&D teams  
 Own and manage the company’s internal & external Knowledge Base, ensuring content
is accurate, up-to-date, and easily accessible 
 Personally handle churn-related conversations and complex customer cases 
Requirements 
 3+ years of experience managing Customer Support, Retention, or Technical Support
teams  
 Strong technical orientation and ability to quickly understand systems  
 Experience working with SaaS products or technology-driven environments  
 Ability to thrive under pressure and manage urgent situations effectively 
 Proven experience handling complex retention conversations and objections  
 Strong leadership skills with a balance of assertiveness, empathy, and approachability  
 Excellent interpersonal and communication skills  
 Long-term mindset with a desire to grow in a dynamic, evolving role 
Position scope: 
 Full-time position, with one hybrid day per week  
 Offices located in central Israel