Support Team Lead

Customer Support Team Lead for a Software Company.

 Three years of management experience for a Software Company.

We're in need of a Customer Support Manager 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 professionals.

Our company is delivering a Web based 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.

 Three 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.

No hybrids at work, close to a train line