Support Manager

We are recruiting a Support Manager for an innovative Israeli startup, to lead the establishment of the company’s global support organization. This role is designed for someone with proven experience in managing technical service and support teams, who can build a stable, knowledge-based service infrastructure on one hand, while driving innovation and automation processes on the other.

This is a key position, leading the After Market Service domain, with direct impact on customer satisfaction, service quality, and the company’s ability to scale.

What You’ll Do:

• Lead the support organization- manage support teams (remote and field), define SLAs, prioritize tasks, and ensure service targets are met.
• Build and manage a smart knowledge and support infrastructure- establish a Knowledge Base, integrate CRM systems, AI tools, and intelligent support platforms.
• Measure and monitor performance- analyze ticket data, SLA metrics, response and resolution times, manage performance reports, and derive insights for continuous improvement.
• Cross functional collaboration- work closely with engineering, operations, product, and marketing teams to address recurring issues and drive systemic improvements.
• Manage strategic customers- provide personal support to key accounts, handle escalations, manage expectations, and deliver proactive solutions.
• Drive service innovation- evaluate and implement Chatbots, AI tools, and Self-Service systems to enhance service availability and team efficiency.

Requirements:

• At least 5 years of experience managing service/ support operations (preferably in technology, medical device, or industrial companies) -Must
• Proven experience managing and leading professional teams, including recruitment, training, and building a service-oriented culture- Must
• Hands-on experience with ERP/CRM systems and support tools such as Salesforce, HubSpot, Zendesk, Netsuite, etc.- Must
• Experience working with AI-based tools- Significant Advantage
• Very high level of English, both spoken and written- Must
• Strong technical understanding and ability to communicate effectively with engineering and development teams- Must