Customer Support Team Lead

Who We're Looking For - Customer Support Team Lead

We're in need of a Customer Support Team Lead who stands out from the crowd, bringing extensive experience in customer support management . As a key player in our customer-facing unit, you'll take charge of a team of support managers, delivering a software solution designed for hospitals.

Responsibilities:

• Manage and lead a team of support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service.
• Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed.
• Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement.
• Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the company’s growth.
• Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
• Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively.
• Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.

·      Requirements:

Bachelor's degree in Industrial Engineer or Information System Engineering

·      .

·      Three years of hands-on experience as a technical customer support manager.

• 3-6 years of management experience, In a software company, overseeing a team of five employees or more.
• Strong leadership and management skills, with proven ability to motivate and inspire team members.
• Previous experience within the software support industry.
• Tech-oriented. Resourceful and innovative thinker with the ability to solve problems and execute tasks in a fast-growing company.
• Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments.
• Exceptional interpersonal and communication skills to collaborate effectively with diverse internal and external stakeholders.
• Ability to thrive in a fast-paced and dynamic work environment, with a strong sense of accountability and adaptability.

The work is from the company's offices in Netanya.