Head of Customer Support Team

Torox is expanding and recruiting a new Head of Customer Support Team

Looking for a dynamic opportunity in the world of monetization and user acquisition?

Torox is the place to be!

As a leading platform, we offer various services and products to help advertisers reach their target audiences and enable publishers to monetize their websites and apps effectively.

At Torox, we value creativity, innovation, work-life balance, teamwork, and personal growth.

The Role:

Our customer support team handles tickets from unsatisfied B2C users of our OfferWall.

The Head of the customer support team, sitting at the Israeli office, will lead and manage our Philippine team.

The role involves ensuring the team meets its targets, providing user support, and continuously improving our support system.

Key Responsibilities:

Team Management and Supervision: Lead and manage the support team to meet targets and provide exceptional user support. Conduct weekly team meetings and regular one-on-one sessions for feedback and performance evaluations. Monitor team performance and address training or resource needs with management.

System Maintenance and Improvement: Oversee the functionality of the in-house ticketing system, report bugs, and work on new features. Stay updated on departmental developments to ensure system compatibility.

Strategy and Planning: Monitor and adjust the support strategy to align with company goals. Collaborate with team leaders to refine processes and improve efficiency. Manage support channels including Trustpilot reviews and communications with advertisers and publishers.

Requirements:

High level of English - both verbal and written.

Strong leadership and team management skills - Proven experience in managing a team - an advantage.

Excellent communication and interpersonal abilities.

Tech-savvy

Strategic thinker with the ability to adapt and optimize processes.

Strong training skills to effectively develop team members.

A proactive approach.

Analytic orientation and skills.

Experience in working with Office and G-suit tools.

Ability to resolve conflicts effectively.

Strong big-picture thinking and adaptability.

This is a full-time position, Sunday to Thursday, requiring on-site presence at our lovely office in Park Hamada, Ness Ziona/Rehovot.

If you feel like a good fit, we encourage you to apply and become part of our success story