Customer Support Manager

Thermo Fisher Scientific, the world leader in serving science, is looking for a Customer Support Manager to join our growing team in Israel.

This is a unique opportunity to play a key role in building and shaping our local customer support organization while working closely with global teams and delivering an exceptional customer experience.

Key Responsibilities
Serve as a primary point of contact for customers and collaborate closely with Sales, Technical Service, and Supply Chain teams.
Manage customer inquiries, escalations, and issue resolution to ensure a seamless customer experience.
Build, develop, and continuously improve customer support processes, tools, and infrastructure, including CRM, ERP, and service management systems.
Lead, coach, and develop a high-performing Customer Support team as the organization grows.
Monitor KPIs, analyze performance data, and drive operational excellence and continuous improvement.
Own customer escalations and coordinate cross-functional solutions.
Prepare performance and customer satisfaction reports for leadership.
Establish training programs and knowledge standards to ensure consistent, high-quality support.
דרישות התפקיד
Qualifications
Bachelor’s degree.
3–5 years of experience in Customer Support, Customer Service, or a related field.
1–2 years of team leadership or supervisory experience.
Strong experience working with CRM, ERP, and service management systems.
Proven ability to lead teams, manage escalations, and drive process improvements.
Excellent communication, problem-solving, coaching, and stakeholder management skills.
Ability to thrive in a fast-paced, evolving environment.
Experience in life sciences or a related industry is a strong advantage.
Proficiency in Microsoft Office.
***Only CV's in English will be reviewed***