Customer Support Team Lead

We're looking for a Team Lead to guide an international Technical Support Team that helps merchants and their shoppers worldwide.

This is an opportunity to combine your leadership skills, service orientation, and technical know-how while getting hands-on experience with risk and online fraud prevention.

Let's talk if you have the experience, drive, and passion to build and support a global team!

Before You Apply:

• Our office is in Herzliya, and We work in a hybrid workmode.
• Please send your CV in English only.
• This is not a Software Development or IT Back Office role.

What You'll Do:

• Lead a team of 4 support representatives based in Israel & Europe.
• Build relationships and provide technical support to our merchants and shoppers via calls, emails, and chat.
• Coordinate the day-to-day tasks of our Merchant Support Representatives.
• Manage CRM systems and introduce tools and guidelines that improve the client experience.
• Troubleshoot technical issues and collaborate with other teams to find long-term solutions.
• Handle manager escalations and keep track of ongoing issues.
• Plan work schedules to meet our Service Level Agreement (SLA) and quality targets.
• Manage incidents and update clients about their status in real time.

What You'll Need:

• 2+ years of experience leading a Support Team in a software company.
• 5+ years of experience in technical customer support.
• Fluent in both English and Hebrew (writing and speaking).
• Proficiency in MS Office.
• Ability to work on-site in Herzliya, Israel

Nice to Have:

• Experience managing remote teams.
• SQL skills.
• Additional languages.
• Background in online payments, e-commerce, or similar fields.
• Proactive, service-oriented, and able to multitask.