Manager Customer Support Services

Company Description

At enso, we bundle advanced AI agents into a single, affordable platform that puts enterprise-grade automation within every company’s reach. While founders stay focused on vision and growth, enso quietly handles the heavy lifting behind the scenes.

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Role: Head of Customer Support & Experience

Full-time · Mostly on-site (Tel Aviv—North Port) · 1 work-from-home day each week

Reporting directly to the CEO, you will build enso’s entire customer-support organization from scratch—team, processes, tooling, and culture. Your mandate is bigger than ticket resolution: you’ll design how every customer experiences our AI-powered product and steward that experience as we scale globally.

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What You’ll Do

• Design the blueprint

Craft the end-to-end customer journey, select the support stack (help desk, chat, self-service, analytics), and define KPIs that capture both resolution quality and overall product delight.

• Hire & lead a global team

Recruit, coach, and inspire support specialists locally and internationally. Build a multicultural, distributed organization with clear career paths, tight collaboration rhythms, and seamless follow-the-sun coverage.

• Drive operational excellence

Create playbooks, SLAs, and escalation paths that scale worldwide. Monitor metrics daily, surface insights, iterate fast, and own the support budget, vendor relationships, and quarterly OKRs.

• Champion the customer voice

Turn support insights into product wins, launch proactive education and “surprise-and-delight” programs, and transform users into lifelong advocates.

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What We’re Looking For

• 4+ years leading customer-support or success teams, ideally in SaaS or tech

• Proven success building and scaling a support function from zero—including hiring and managing remote, international staff

• Deep empathy for customers, with an obsession over NPS and CSAT

• Data fluency: you translate dashboards into action plans

• Hands-on mastery of modern support stacks (Zendesk, Intercom, Freshdesk, etc.)

• Inspirational communicator and coach who thrives in high-growth settings

• Bachelor’s degree in Business, Communications, or a related field

• Fluency in English; additional languages are a plus

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Why enso

• Green-field ownership: your blueprint will shape how every customer experiences our AI agents.

• Mission with impact: democratize cutting-edge automation so any business can compete at the highest level.

• Rapid growth: well-funded startup, expanding user base, and leadership that values customer love as much as product velocity.

• North Port vibe: collaborate face-to-face four days a week in our seaside Tel Aviv office, with one flexible day to work from home—plus the excitement of leading a diverse, worldwide team.