Customer Support Team Lead (B2C)

About SkyGini

SkyGini was born to become Israel’s go-to travel website – the place where you can book your vacation with peace of mind. We are a fast-growing startup with advanced technology, top-tier service, and a clear vision: to make booking flights and vacations smarter, easier, and fairer.

About the Role

As a Customer Support Team Lead, you will be responsible for overseeing the daily operations of our customer support team – managing and mentoring team members, setting high service standards, and implementing effective processes and tools to ensure SkyGini customers receive the fastest and highest-quality service in the industry. This is a key managerial role reporting to the VP of Customer Experience, with direct responsibility for customer satisfaction and experience, requiring operational excellence, strong leadership skills, and a systems-thinking mindset.

What You’ll Do

● Manage the daily operations of the customer support team, including recruitment, onboarding, and the professional and personal development of team members.

● Monitor and manage team performance using data-driven daily tracking.

● Handle complex customer issues when needed while maintaining high service standards.

● Build and implement workflows and processes to improve service quality.

● Collaborate with product and development teams to implement automation and smart tools to enhance service quality and response times.

● Analyze customer support data to identify opportunities to improve processes and ensure excellent SLA and execution quality.

● Lead continuous improvements in SkyGini’s customer experience.

Who You Are

● At least 3 years of experience managing a customer support team in a B2C tech company – required.

● Proven experience managing a team of at least 5 employees – required.

● Experience in OTA or the travel industry – a significant advantage.

● Ability to work under pressure and motivate the team to meet targets.

● Ability to manage complex processes with a system-oriented mindset and drive continuous improvement.

● A systematic, data-driven work approach.

Why Join Us?

● Lead and build a meaningful customer support function with a direct impact on the company’s growth and customer experience.

● Work with a smart, proactive, and ego-free team with genuine room to make an impact.

● Enjoy excellent conditions with the opportunity to grow alongside the company.

● Be part of a truly growing startup with room for innovation.

● Central location: WeWork Bursa Complex, Ramat Gan (next to train and metro stations).