CX Team Lead

We are looking for a Team Lead for an existing Customer Experience role with extensive technological knowledge to lead a significant team at the forefront of technological operations in communications in the Technology Division of the General Security Service.

Job Description:

• Leading the CX team in the Android content worlds and home systems including domain development training and recruiting the CX team
• Developing the CX strategy: Analyzing customer needs' planning a teamwork plan' setting up infrastructures and enabling user access including system implementation
• Measurement: Researching performance and quantitative measurement to assist in decision-making
• Responsibility for technical support: Resolving technical issues and assisting users
• Working in a broad ecosystem including development teams' product managers and users
• The work takes place in a young and dynamic environment
• Willingness to work non-routine hours including weekends if needed

Job Requirements:

• Proven professional experience of at least three years in CX/Support roles at level 1/2- mandatory
• Experience in managing employees- mandatory
• Technological training and or experience in communications/home systems/cyber-mandatory
• In-depth understanding of CS/CX principles and processes- mandatory
• Ability to analyze data and identify trends-mandatory
• High interpersonal skills, high service awareness, and proactivity- mandatory
• Time management skills, team development, and self-learning including new technologies- mandatory
• Extensive technical knowledge and problem-solving ability- mandatory
• Previous experience in CRM systems management/project management- advantage
• Previous experience in Customer Success- advantage
• Background of a technological military unit- advantage
• Bachelor's degree in Computer Science/Business- Administration/ Industrial Engineering- Advantage
• Driver's license- mandatory
• Employment area- Central region
• Employment scope - Full-time position