Customer Service Department Manager

We are looking for a dedicated and skilled Customer Service Department Manager to join our team in Petah Tikva. In this role, you will lead a professional team, enhance customer experience, and implement strategies for customer retention and top-quality service.

Key Responsibilities:

• Manage and lead a team of 6 full-time representatives: training, coaching, and performance monitoring.
• Develop and improve service, support, and retention processes.
• Analyze performance reports and enhance customer retention strategies based on data insights.
• Handle complex customer inquiries (escalations) and ensure resolution.
• Collaborate with cross-functional teams such as Sales, Product Development, and Marketing.
• Monitor and improve key performance indicators (KPIs) while implementing continuous improvement and best practices.

Requirements:

• At least 3 years of experience managing a customer service department (technical support, retention, and customer success).
• Experience in a SaaS company – required.
• Strong technical orientation and experience with technological products – essential.
• Proven experience in data analysis and driving KPIs to improve performance.
• Excellent interpersonal skills and a service-oriented mindset.

If you are passionate about leading a team, enhancing customer experiences, and working in a fast-paced, innovative environment, we'd love to hear from you!