Head of Customer Service

A leading group providing services to government ministries and local authorities is launching a large-scale national customer service operation.

We are seeking an experienced Head of Customer Service to lead the Ashkelon site, managing approximately 250 customer service representatives - around 50% of the total national service operation.

This is a senior leadership role with full responsibility for building, scaling, and managing a complex, high-volume customer service array from launch onward.

Key Responsibilities:

• Full responsibility for managing a large-scale customer service array with approximately 250 representatives
• Direct management of team leaders, shift managers, and senior service roles
• Full ownership of high-volume recruitment through an in-house Recruitment Lead, responsible for end-to-end hiring and workforce planning
• Management of Back Office, quality, training, and service support functions
• Driving service performance using data, KPIs, SLAs, and continuous improvement processes
• Leading teams handling tens of thousands of customer inquiries per day
• Close collaboration with technology and systems teams, including future AI-based service environments
• Building a strong service culture focused on accountability, engagement, and service excellence

Mandatory Requirements:

• Proven experience managing large customer service teams, including at least 50 representatives and management of managers
• Experience leading distributed and shift-based teams
• Strong data orientation and experience working with dashboards and service metrics
• Proven ability to motivate, scale, and stabilize large teams
• High technological orientation and openness to AI-driven service transformation

What’s in it for you:

• A senior leadership role with exceptional scale and real impact
• Opportunity to build and lead one of the largest public service customer service arrays in Israel
• Direct influence over structure, people, service quality, and technology adoption
• Long-term role within a stable and growing group
• High visibility role with national-level responsibility

Operational Details:

• Location: Ashkelon
• Service operating hours: 08:00-20:00
• Go-live date: March 1