Support Manager

About LAYA

LAYA is a digital wallet and payment app that gives users complete control over their money in one place. It allows users to pay, withdraw cash, transfer funds, and monitor transactions instantly and securely. With a simple and intuitive interface, LAYA makes managing and using money effortless — offering transparency, real-time balance updates, and seamless payments both online and in-store. A modern, fast, and secure way to manage everyday spending.

About the Role

We’re looking for a Support Manager to join our growing team and take ownership of LAYA’s customer experience and support operations. In this role, you’ll build, lead, and scale our customer support function - from developing the team and optimizing workflows to collaborating with cross-functional partners in Product, Finance, Risk, and R&D.

This position is ideal for someone who is hands-on, operationally strong, and passionate about leading teams and building processes in a fast-paced fintech environment.

Key Responsibilities

1. Lead, manage, and mentor the Customer Support team to deliver an exceptional customer experience across all communication channels.
2. Recruit, hire, and onboard new support agents to meet growing operational needs.
3. Design and implement training and coaching programs to ensure team excellence and consistency.
4. Oversee and optimize daily support operations, ensuring high-quality responses, fast resolution times, and KPI achievement.
5. Manage and continuously improve Intercom as the main support platform including automation, workflows, macros, and data reporting.
6. Collaborate with Finance, Risk, Product, and R&D teams to investigate and resolve complex customer issues (payments, refunds, app-related cases, and system errors).
7. Monitor key performance metrics (CSAT, FRT, AHT, SLA) and drive data-based improvements.
8. Analyze customer insights and feedback to identify opportunities for process and product optimization.
9. Develop playbooks, escalation procedures, and knowledge base documentation.
10. Foster a culture of accountability, empathy, and continuous improvement within the team.
11. Ensure the team stays informed about app updates, product releases, and operational changes.

Requirements

1. 2+ years of experience managing a Customer Support team in a fintech, SaaS, or technology-driven company.
2. Proven track record in recruiting, training, and developing support teams.
3. Deep understanding of support operations, KPIs, and process optimization.
4. Experience with support and data tools such as Intercom, Fin by Intercom, Monday, Retool, SQL, Databricks, MongoDB.
5. Strong collaboration skills, especially with Finance, Product, and R&D teams.
6. Excellent communication skills — both written and verbal — with a customer-first mindset.
7. Analytical and data-driven approach with strong organizational capabilities.
8. Hands-on attitude and the ability to thrive in a fast-moving, scaling environment.
9. Passion for delivering world-class service and driving operational excellence.

Why Join Us?

Join a fast-growing fintech that’s redefining how people experience global payments.

Build and lead a world-class support organization from the ground up.

Collaborate with passionate professionals in Product, R&D, and Finance to shape the customer journey. Enjoy a culture that values ownership, transparency, and growth.

Location: Tel Aviv (On-site)

Employment Type: Full-time