Head of Support

Location: Beit HaEmek (north district) *we work from office*

Scope: Full time

Reporting to: VP Operations

We are seeking an experienced and dynamic Head of Support to lead and oversee our customer support operations. This role requires a strategic thinker with strong leadership skills and a passion for delivering exceptional service. The Head of Support will manage and scale the support team, drive improvements in customer satisfaction, and ensure that our support operations align with company goals and customer needs.

Responsibilities:

• Leadership & Team Management:
• Lead, mentor, and develop a high-performing support team to ensure consistent and high-quality customer service.
• Create and implement training programs to improve team performance and customer interactions.
• Manage team schedules, workload, and priorities to ensure timely support for customers.
• Customer Satisfaction & Experience:
• Oversee customer inquiries, ensuring quick resolution of issues while maintaining high customer satisfaction levels.
• Develop and implement strategies to improve customer experience across all touchpoints (phone, email, chat, etc.).
• Handle escalated customer issues and collaborate with other departments to resolve complex problems.
• Support Operational Excellence:
• Set and manage key performance indicators (KPIs) for the support team, including response time, resolution time, customer satisfaction, and Net Promoter Score (NPS).
• Continuously analyze support data to identify areas for improvement and implement process optimizations.
• Implement and maintain customer support tools and systems, ensuring they are effective and aligned with business goals.
• Collaboration & Cross-Functional Partnership:
• Work closely with product, engineering, sales, and other departments to communicate customer feedback and influence product development.
• Provide insights to the leadership team on emerging customer trends and feedback.
• Collaborate with the marketing team to ensure self-service content (e.g., knowledge bases, FAQs, tutorials) is accurate and up-to-date.
• Strategy & Innovation:
• Develop and execute strategies and tools to enhance the overall support function and ensure it scales with the company’s growth.
• Stay informed on industry trends and best practices in customer support, introducing new tools or techniques that can improve efficiency or customer satisfaction.

Requirements:

• Bachelor’s degree in Business, Communications, or a related field (Master’s degree a plus).
• 7+ years of experience in customer support or customer success roles, with at least 3 years in a leadership capacity.
• Proven experience managing and scaling a customer support team in a fast-paced environment, preferably in a start-up company
• Strong understanding of customer support processes, technology, and tools (e.g., Zendesk, Salesforce, etc.).
• Exceptional leadership, communication, and interpersonal skills.
• Data-driven mindset with experience analyzing metrics and using data to drive decisions.
• Ability to think strategically and execute operationally.
• Excellent problem-solving skills and the ability to handle high-pressure situations.

Preferred Skills:

• Experience in a SaaS or tech-driven environment.
• Familiarity with process automation and self-service platforms.
• Knowledge of customer relationship management (CRM) systems.