Global Tier 1 Support Manager

We are looking for a Global Tier 1 Support Manager. The demands on our global support operation are growing fast - and the way we deliver support is transforming just as quickly.

The Global Tier 1 Support Manager is responsible for the performance of our Tier 1 support operation globally - across all channels and delivery models, including us in-house offices, distributor/partner Tier 1 teams, and outsourced contact centres. This is a matrix management role.

The teams you oversee are distributed across geographies and report locally to their own managers - your job is to align them, set the standard, track performance, and make sure things get fixed when they are not working. You will be close to the data and close to the issues - reviewing dashboards daily, working directly with local team leads, and pushing AI and automation into the operation as a practical way to handle more volume without adding headcount.

Your key responsibilities will include:

Matrix Team Oversight & Alig

דרישות:

Requirements
What Makes You a Great Fit:
Very strong English - written and verbal.
Willingness to travel (~25%), including regular visits to our offices and partner/vendor sites globally.
5+ years in support management, with proven experience managing contact centre or multi-channel support teams.
Experience managing third-party / outsourced providers is a strong advantage.
AI & Tooling: Hands on experience with support tooling - CRM, KMS, LMS, IVR, WFM platforms. Direct experience driving AI adoption in a support environment is highly desirable.
Data & Reporting: Strong analytical capability - able to build and own dashboards, define KPIs, set operational alerts, and produce executive-level performance reporting. המשרה מיועדת לנשים ולגברים כאחד.