Customer Service Team Manager

About Bits of Gold

Bits of Gold is Israel’s pioneer and leading cryptocurrency platform, empowering individuals, businesses, and institutions to confidently buy, sell, and hold digital assets. Driven by a mission to shape the future of finance, we combine innovation, trust, and transparency to make digital currencies accessible in Israel and beyond.

The role

Join Bits of Gold as a Customer Service Team Manager. This role provides a unique opportunity to revolutionize our customer service operations by introducing innovative practices and delivering outstanding experiences to our valued customers. As part of your responsibilities, you will lead a team of customer service representatives and serve as the dedicated point of contact for our premium clients, overseeing their journey after their initial sales with our premium and sales manager, to ongoing retention efforts.

• Location: Tel Aviv (hybrid work)
• Language: Fluent Hebrew & English
• Reporting: Directly to the Chief Customer & Trade Operations Officer
• Position: Full time

What you do

• Own and shape our customer service strategy - Take ownership of the customer service function, defining and implementing strategies for success, and crafting and executing a comprehensive plan to improve practices.
• Lead our AI-first customer service transformation - Own the rollout and continuous improvement of AI tools and automation, designing a human-AI operating model that drives faster resolutions, higher CSAT, and a premium customer experience while upskilling the team.
• Design the systems behind great customer experiences - Design and implement scalable processes, policies, and systems to optimize customer interactions and ensure consistent, premium client experiences across teams.
• Grow and develop a crypto support team - Lead, mentor, and develop the customer support team by using performance data to identify growth opportunities, establish continuous training programs, and foster a collaborative, high-performing culture.
• Handle our highest-stakes, high-touch customer cases - Personally lead and resolve the most complex, sensitive, and high-risk customer situations, coordinating cross-functionally to ensure accurate, fast, premium outcomes.
• Champion the voice of the customer - Manage the collection, analysis and dissemination of customer feedback internally to hold the company accountable for our customer’s success

What you bring

• A minimum of 3 years of experience in B2C customer service - a must.
• 2-3 years of demonstrated leadership and team management experience with the ability to guide and develop a customer service team - a must.
• Experience in B2C customer service within the financial industry - a major plus.
• 1-2 years of successful experience managing high-value clients as an account manager or sales representative - a major plus.
• Understanding of financial markets, crypto markets, digital asset trading, and investment strategies - a plus.
• Ability to work under pressure, multitask, and meet deadlines - a must.
• Excellent communication and interpersonal skills, with the ability to build and maintain lasting relationships with clients.
• Strong analytical and problem-solving abilities with a results-driven approach.
• Effective problem-solving skills, goal-oriented, with a passion for delivering exceptional customer experiences, with the ability to navigate through complex customer issues in a confident and empathetic manner.
• Exceptional English and Hebrew written and verbal skills - a must.

Build with the best

We’re not just building crypto for the people - we’re building the team behind it. At Bits of Gold, you’ll work with people who take pride in their craft and show up for each other. We value collaboration, ownership, and different ways of thinking - and we’re committed to a workplace where people feel supported, respected, and empowered to do their best work. As an equal opportunity employer, we can provide reasonable accommodations throughout the hiring process.