Customer Support Lead

Customer Support Lead

Location: Tel Aviv (Hybrid)

Seniority: Middle

Language: Native-level English required

Domain: AI, Sports, Mental Performance, Neurotechnology

About Us: At i-Brain.Tech, we’re redefining how the next generation trains their brain.

Born in elite sports and grounded in neuroscience, our technology is now reaching athletes, personal coaches, and high-performance individuals across the globe, giving them the tools to build focus, mental resilience, and skill from the inside out.

We’re launching our consumer product and looking for a Customer Support Lead to shape and scale the user experience from day one.

Your Mission: You’ll lead our customer support from onboarding to engagement and retention. This is a hands-on role for someone who thrives in dynamic environments, loves connecting with customers, and can build systems that scale.

Responsibilities

• Design and own onboarding experiences from unboxing to the first brain session
• Provide asynchronous 1:1 support (email, chat) and occasional video calls
• Coach premium-tier users or coordinate coaching delivery
• Build a knowledge base, help center, and early automations
• Collect user feedback and work with the dev team to optimize the product - one of the key components of this role.
• Lay the foundation for a future community and retention strategy
• Help shape how our brand connects emotionally with athletes and their families

Qualifications

• Are a native English speaker with deep understanding of consumer culture
• Have 3+ years of experience in customer success, onboarding, or coaching in a tech product
• Have a background in youth sports, performance psychology, or physical training
• Are highly emotionally intelligent, empathetic, and clear in communication
• Have startup values: you like building processes, not just running them

Bonus Points:

• Background in sports coaching, kinesiology, PT, or sports psychology
• Experience supporting consumer tech products from Israel
• Passion for brain training, wellness, or performance tech
• Know your way around basic tools (Salesforce, support platforms, content systems)
• Are excited to grow with the product and shape a new market

Why Now: This is a rare chance to own the user experience at launch and help bring neurotechnology to the masses. We’re a science-rooted team with deep conviction, and we’re looking for someone who shares our vision for helping people take control of their mental game.

If you’re excited to lead this journey, we’d love to meet you.