Head of Customer Operations

Cust2Mate is a leading global provider of smart-cart platform that unlocks the full potential of in-store shopping, through digitalization and personalization.

Our user-friendly and award-winning Smart Carts are trusted by leading grocery chains.

They deliver superior shopping experiences, streamline store operations, and connect the online world with the physical store.

The market in which we operate is growing rapidly, with a growing demand for digital solutions in physical stores. We just closed a large capital raising round, allowing us to expand our operations and invest in new technology breakthroughs.

We are looking for talented and motivated individuals to join us and be a part of this fascinating journey.

Role Overview

Cust2Mate is looking for a passionate and hands-on Customer Experience Manager, Head of Customer Operations , to lead our post-sale customer journey and ensure our clients and partners get maximum value from our solutions. In this role, you will own the operational excellence of our customer-facing functions, including Customer Success, Tier 3 Escalations, and Knowledge Management. You will define standards, processes, and KPIs, and work cross-functionally to continuously improve customer satisfaction, retention, and scalability.

This role reports directly to senior management and plays a key role in shaping how Cust2Mate delivers value to customers globally.

Key Responsibilities

• Lead, mentor, and develop the Customer Success team, Tier 3 technical support/escalation team, and technical writing/knowledge management function, including setting goals, priorities, and performance metrics.
• Own the end-to-end post-sale customer experience, from onboarding and through ongoing engagement, escalation management, and renewal support.
• Define, document, and continuously improve processes, SLAs, playbooks, escalation paths, and knowledge assets (internal and customer-facing).
• Manage and optimize project dashboards and reporting for multiple customers and initiatives, ensuring visibility of progress, risks, and KPIs.
• Monitor and analyze customer satisfaction and drive continuous improvement initiatives based on customer feedback and data.
• Serve as an escalation point for complex customer and technical issues, coordinating with Product, R&D, and Operations to ensure timely resolution.
• Partner with Sales and Account Management to support renewals, expansions, and risk mitigation for key accounts
• Collaborate with cross-functional teams to translate customer needs into product and process improvements.
• Prepare and present customer , Health, operational performance, and strategic insights to internal stakeholders and leadership.
  
  

• 10+ years of experience in Customer Success / Customer Experience / Account Management, including at least 1–2 years in a team lead or managerial role.
• Hands-on experience managing or working closely with Tier 3 / advanced technical support teams.
• Proven experience writing and implementing procedures, SLAs, and customer-facing processes.
• Proven ability to manage customer operations tooling, such as service desk platforms, CRM systems, and reporting/BI tools.
• Strong analytical mindset with experience owning dashboards ,KPIs, and operational reporting.
• Excellent communication and presentation skills in English; Hebrew is an advantage.
• Strong customer orientation, with the ability to balance customer needs and business priorities.
• Experience in a multidisciplinary product company – a strong advantage.
  
  

• The opportunity to make an impact in a growing, successful company
• Help design a magnificent culture
• A dynamic learning environment with room to grow
• Competitive salary and benefits
• Located in Givatayim, within walking distance from Savidor train station