Support & Technical Account Management Team Lead

Company Overview:

Matics is a leading SaaS company specializing in Digital Transformation for manufacturers . We pride ourselves on delivering exceptional customer experiences and providing innovative solutions to our global customers, such as Kraft Heinz, Ipackchem, PepsiCo SodaStream, Nestle, and more.

We are making a big impact, simple!

Position Overview:

We are seeking a dynamic, energetic and experienced Support & Technical Account Management Team Lead to lead our customer technical team. The ideal candidate will be responsible for both implementing and integrating complex technical solutions for our clients. While also having a strong background in customer service, excellent leadership skills, and a passion for delivering outstanding support experiences in a fast-paced SaaS environment.

This role requires a deep understanding of technical architectures, excellent communication skills, and the ability to work collaboratively with clients and internal teams.

Responsibilities:

• Collaborate with clients, and internally, to understand their technical requirements and business objectives
• Configure, customize, and integrate software applications and technical solutions tailored to meet client needs. This according to client specifications and business needs.
• Conduct thorough testing and quality assurance to ensure the reliability, scalability, and performance of implemented solutions
• Provide technical guidance and support to clients throughout the implementation process, including troubleshooting and issue resolution
• Document technical designs, configurations, and processes for internal and client use
• Develop and implement a strategic vision for the support department aligned with the company's goals and objectives
• Lead and mentor a team of support representatives, providing guidance, coaching, and performance feedback to drive excellence
• Design and maintain support tools to enable workflows and measurement according to the team’s KPIs
• Analyze support metrics and customer feedback to identify trends, drive process improvements, and enhance the overall customer experience
• Develop and implement training programs to ensure team members are equipped with the necessary skills and knowledge to deliver exceptional service
• Act as an escalation point for complex customer issues, working closely with internal stakeholders to resolve them effectively
• Make sure all tickets are covered, and customers are going live, on time

Qualifications:

• At least 2 years of experience in a customer support leadership role and technical implementation, in a SaaS or technology-driven environment
• Proven track record of building and managing high-performing technical teams that scaled
• Strong interpersonal and communication skills with the ability to interact effectively with customers and internal stakeholders
• Analytical mindset with the ability to leverage data to drive decision-making and process improvements
• Experience working with support tools and systems such as Jira, Zendesk, or similar platforms
• Excellent problem-solving skills and the ability to thrive in a fast-paced, dynamic environment
• Keen to learn, and able to cover gaps in situation of uncertainty 
• Proven experience in scaling up technical teams
• Technical account management and project management skills

What we offer:

Matics is a workplace that encourages an open culture. Everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are passionate about innovation and striving for success.

Our offices are located in Matam – Haifa and we are working on a Hybrid model.