Head of Post-Sales Operations

Location: Tel Aviv, Israel (Hybrid – 3 days in-office) Reports to: CEO / CTO

We are seeking a direct, high-energy, and technically-adept Head of Post-Sales Operations to lead our Onboarding, Support, and Customer Success functions. Your primary mission is to radically decrease Time-to-Value (TTV) for our clients—major players in the online trading sector (Forex, Stocks, Crypto).

You will manage a talented team of 15+ professionals, overseeing daily operations, hiring, and performance management. This is a role for a leader who understands the "how" behind the software and can bridge the gap between client-facing success and deep-tier technical support.

• Onboarding Strategy: Own the end-to-end onboarding lifecycle. Audit current bottlenecks and implement workflows that ensure rapid, seamless system integration for new trading platforms.
• Technical Support Leadership: Manage the global support queue via Freshdesk and JIRA. Ensure SLAs are met for everything from basic configurations to complex API and code-level bugs.
• Team Management: Direct management of a 15+ person team. You will be responsible for the full talent lifecycle: recruiting, onboarding new hires, performance coaching, and making tough calls on personnel when necessary.
• Technical Bridge: Use your technical background (ideally in DevOps or Development) to help the team debug complex issues, vet bug reports before they hit Engineering, and move technical projects forward without hand-holding.
• Cross-Functional Advocacy: Serve as the "Voice of the Customer" to the CTO and Product teams, ensuring that recurring technical hurdles in onboarding are addressed in the product roadmap.

• Language: Native-level Hebrew and professional fluency in English (written and verbal) are mandatory.
• Leadership: Proven experience managing teams of 15+ people, specifically in the Israeli tech ecosystem. You must be a direct communicator who thrives in a fast-paced, high-accountability environment.
• Domain Expertise: Experience with CRM systems or the FinTech/Online Trading industry is a significant advantage.
• Technical Literacy: Familiarity with DevOps principles, API configurations, and debugging code. You don’t need to write the code, but you must speak the language of the developers.
• Tooling: Expert-level knowledge of JIRA and Freshdesk (or similar enterprise ticketing/project management suites).
• Presence: Ability to work from our Tel Aviv office 3 times per week.

• You are a "fixer" who isn't afraid to dive into a JIRA ticket to understand why a deployment is stalled.
• You are operationally minded, obsessed with metrics like TTV and First Response Time.
• You have a thick skin and a direct leadership style that commands respect and drives results.