Head of Customer Support

Fast Corporation LTD is a product tech company with over 8 years of experience in global markets. We create digital solutions for customers in the USA, UK, Canada, Australia, and other Tier-1 countries.

Now we are looking for a Head of Customer Support to join our team in Raanana (Israel). This is a full-time, in-office position. You will lead and improve our global customer support processes and team.

What will you do:

• Manage customer support across multiple channels (email, chat, phone, social media) — for both B2B and B2C, 24/7.
• Set up and improve support processes, define SLA, SLO, and quality standards (QA).
• Track and analyze key metrics like CSAT, NPS, FRT, and SLA — and use data to improve.
• Implement and optimize support tools: CRM, ticket systems, automations (chatbots, AI).
• Collect and analyze customer feedback and share insights with the product team.
• Handle escalations and critical issues using clear protocols.
• Monitor online reputation and customer reviews.
• Manage DMCA requests and communicate with antivirus vendors.
• Handle chargebacks and work with payment providers.
• Make sure all support communication follows our brand tone and style.

Who we are looking for:

• A driver, not just an administrator — someone who leads by example, inspires others, and thinks big.
• 5+ years of experience in Customer Support at international tech companies.
• Experience in scaling teams, improving processes, and increasing performance.
• Good understanding of how support impacts business metrics like LTV, retention, and conversion.
• Experience managing distributed teams.
• Strong analytical and data-driven mindset.
• English — fluent.
• Experience with Tier-1 and emerging markets.
• Experience with CRM/support tools — a plus.
• Strategic mindset combined with a hands-on approach and fast adaptation to changes.

What we offer:

• Real space for impact: you don’t just manage — you build and transform.
• High trust and autonomy: you set the pace, build the team, and the rhythm.
• A modern office in the heart of Raanana — a fully office-based role.
• All necessary equipment for productive work.
• Paid vacation, sick leave, and a supportive, high-energy team.