Global Customer Support Manager (SaaS)

Jifiti is a leading global fintech company that powers white-labeled embedded lending solutions for leading banks, lenders and merchants, including Mastercard, Citizens Bank, FIS, Finastra, Ingenico, IKEA and others worldwide. We were recently granted an Electronic Money Institution (EMI) license in Europe and are growing quickly worldwide in Israel, the US and Europe, and operate in over 12 countries.

We are looking for a talented, experienced Global Customer Support Manager (SaaS) to lead our global Tier 1 and Tier 2 support teams, delivering exceptional customer support experiences for our SaaS-based fintech platform.

As Global Customer Support Manager (SaaS), you will manage the day-to-day operations of a distributed support team while also staying technically engaged - reviewing logs, replicating issues, triaging escalations, and ensuring efficient incident resolution, while collaborating effectively with internal cross-functional teams.

Responsibilities:

• Lead, mentor, and manage global Tier 1 and Tier 2 technical support teams.
• Define and enforce SLAs, escalation procedures, and KPIs to ensure high-quality customer service and timely resolution.
• Monitor team performance, provide coaching and feedback, and conduct regular performance reviews.
• Partner and coordinate with Product, Project and R&D teams to escalate and resolve complex technical issues and ensure timely bug fixes.
• Manage support knowledge base and documentation, and lead global team hiring, onboarding, and training.
• Collect and analyze support metrics and customer feedback to identify trends, drive improvements, and report to leadership.
• Actively participate in troubleshooting complex issues escalated from Tier 1 and Tier 2 support.
• Support incident response by coordinating real-time efforts, communicating status, and leading root cause analysis.

Process & Tools

• Develop and implement scalable support processes and tools to improve efficiency.
• Continuously improve support workflows, ticket routing, and response templates.
• Optimize use of support tools such as Zendesk, Jira, Confluence, and monitoring platforms.
• Use tools like SQL, Postman, Coralogix, Kibana, or AWS CloudWatch for debugging and insights.
• Drive a feedback loop from support to product and engineering based on issue trends.

Customer Experience

• Ensure customer satisfaction remains high through fast, accurate, and empathetic support.
• Proactively identify pain points and advocate for customer needs internally.
• Support VIP accounts or high-impact incidents directly when needed.

Requirements:

Required

• 5+ years in technical support or customer success roles, including 2+ years in a leadership role.
• Experience supporting a SaaS product in a fast-paced, high-availability environment.
• Proven experience supporting global clients across the US and Europe.
• Proven ability to manage and scale distributed support teams across time zones.
• Hands-on experience with technical debugging: reading logs, using REST APIs, basic scripting or SQL.
• Familiarity with cloud platforms (e.g., AWS, GCP), monitoring tools, and support software (e.g., Zendesk, Jira).
• Strong communication skills and a customer-first mindset.

Preferred/ advantage

• Experience in fintech or financial services platforms (e.g., payments, KYC, compliance).
• Background in ITIL or incident management frameworks