Customer Support Team Lead | American Hours

Customer Support Team Lead | American Hours

Location: In-office, Har Tuv

Schedule: Sunday - Thursdays | 3:00 p.m.–12:00 a.m. (U.S. hours)

Fluent English Required

  What We’re Looking For:

• A proactive, people-focused Customer Support Team Lead to guide our growing support team at Ephoca. 
• Someone who will thrive as the heart of our customer experience—leading a team that helps homeowners, contractors, and partners get fast, reliable HVAC support whenever they need it.
• A natural leader who thrives in fast-paced environments and loves building systems that make teams and customers happier.

Lead the Team

• Coach, motivate, and support a team of customer care reps, dispatchers, and service coordinators.
• Set clear goals and KPIs for response time, resolution rate, and customer satisfaction.
• Hold regular check-ins, reviews, and team training sessions to keep everyone growing and aligned.

Oversee Operations

• Manage all inbound and outbound calls, including service requests, warranty claims, and technical questions.
• Coordinate with service techs and logistics to schedule field visits and parts deliveries efficiently.
• Handle call routing, scheduling, and escalation to maintain smooth operations and coverage.
• Monitor performance metrics and make real-time adjustments to improve results.

Enhance the Customer Experience

• Handle escalated cases and ensure every customer feels heard and cared for.
• Gather and analyze feedback to identify recurring issues and improvement opportunities.
• Refine call scripts, SOPs, and training materials to ensure consistent, high-quality service.

• 5+ years of experience leading customer service or call center teams.
• Strong leadership and communication skills—you know how to inspire and guide others.
• Hands-on experience with CRM and call center software (Zoho, Zoom, etc.).
• Data-driven mindset with a passion for improving processes and performance.
• Excellent problem-solving and conflict-resolution abilities.
• Positive attitude, team spirit, and love for delivering top-notch customer care.

Apply: Send your resume to jobs@ephoca.com