Customer Service Manager

A leading fintech startup based in Tel Aviv is looking for a highly motivated and experienced Customer Support Manager to join our team and lead our customer service and experience department. If you're ready for your next challenge in a fast-paced, high-growth environment – this is your opportunity!

Job Description:

Lead and develop the customer support department, including 2 team leaders and approximately 30 support agents, toward excellence in service delivery.

Define, track, and act on key support metrics to drive continuous improvement and ensure high customer satisfaction.

Gain deep understanding of customer needs, identify opportunities for improvement, and build long-term relationships.

Mentor the team and foster a solution-oriented, customer-centric culture.

Requirements:

Experience in a high-tech, fintech, or startup company – a must.

Minimum of 5 years’ experience managing a customer support/contact center, including managing at least 2 team leaders and 20+ support agents – a must.

Proven track record of leading customer support functions in two or more organizations – a must.

Experience managing complex customer experience operations, including internal and external service providers.

Strong understanding of customer behavior with a passion for service and continuous improvement.

Excellent problem-solving skills and the ability to turn customer feedback into actionable product and service enhancements.