Commercial Support & Service Manager

A fintech + AI startup building a global fraud-free commerce ecosystem are seeking a Commercial Support & Service Manager to build and lead a world-class support organization from the ground up. The role includes owning the end-to-end merchant experience, designing operational frameworks, and guiding the team as the company scales globally.

This isn’t your classic technical support role. If your background is mainly Tier 1–3 IT support, helpdesk work, or deep systems/debugging troubleshooting, this probably won’t be the best match. In this role, you’ll be partnering with our merchants, not handling internal systems or infrastructure issues.

The company is located in Modi'in, central Israel. Hybrid work model.

Responsibilities:

• Lead all support activities including inbound support, service delivery, triage, escalations, and performance management
• Define SLAs, communication standards, and quality expectations to ensure consistent, high-quality merchant interactions
• Manage and mentor a remote team, including training, QA, and coaching systems
• Build workflows, documentation, escalation paths, and operational frameworks for a mature support function
• Collaborate with Product, Customer Success, Onboarding, and Operations to resolve friction and improve the merchant journey
• Analyze recurring issues, provide actionable insights, and support product improvements
  
  

• 5+ years in customer support/service roles, including 4+ years in leadership managing teams
• Proven ability to build and scale structured support processes, SLAs, QA systems, and reporting frameworks
• Experience managing global or offshore teams, ideally including the Philippines
• Strong cross-functional collaboration and ability to represent merchant needs internally
• Analytical skills for operational metrics, quality evaluation, and root cause identification
• Exceptional written and verbal communication in professional English
• Startup agility: adaptable, hands-on, and capable of building structure in a fast-paced environment
• Fintech experience (payments, disputes, fraud, or risk) is a plus