Customer Service Lead

At Bank esh, we’re not just imagining the future of banking- we’re building it with a bold vision to redefine the banking industry for the 21st century. Our mission is to create a banking experience that leverages cutting-edge technology, operational excellence, and fosters deep trust between banks and customers. We’re on the brink of something extraordinary. Our first digital bank in Israel, Bank esh, has already secured its license as a bank in formation in December 2022, and we're gearing up to make waves in the industry. Join us on this exciting journey as we create a bank from the ground up, one that’s set to revolutionize the way people think about banking. Be part of a team that’s not just building a bank, but crafting the future of financial services.

We’re looking for a hands-on, customer-obsessed Customer Service Lead to lead and elevate our service operation. In this role, in addition to overseeing day-to-day activities you’ll build a high-performing team, champion the voice of the customer, and turn service insights into business impact.

You’ll be responsible for owning the end-to-end experience within the service center, driving performance, and creating a customer-first culture that balances empathy with execution. This is a pivotal role for someone who thrives in fast-paced environments, leads by example, and knows how to turn operational challenges into growth opportunities.

If you're passionate about service excellence, inspired by data, and love building strong, motivated teams — we'd love to meet you.

Job Responsibilities:

• Have full hands-on responsibility to oversee all customer activities from the ground up.
• Build, mentor, and manage a high-performing team of customer service representatives.
• Foster a culture of ownership, accountability, and continuous growth
• Set ambitious KPIs and implement strategies to meet and exceed service targets.
• Actively track performance metrics and respond quickly to deviations. Motivate teams through clear goals, real-time feedback, and recognition of success
• Own the end-to-end customer journey within the service center, Identify friction points and proactively implement solutions that improve satisfaction
• Handle complex escalations with professionalism and resolve them with long-term impact in mind
• Serve as the primary interface between the service center and other business units (product, tech, operations) and lead cross-functional initiatives to enhance operational excellence.

Job Requirements:

• Proven experience as a team leader or call center manager – required
• Proven experience in the Banking sector - Required
• Strong knowledge of customer experience practices, digital processes, and service center operations
• Goal-oriented with a track record of improving performance
• Data analysis skills and experience managing KPIs
• Ability to thrive in a dynamic and fast-changing environment
• Bachelor’s degree in a relevant field – required

esh is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital state, disability or gender identity.