Head of VIP Customer Service

Head of Customer Support | American Hours

Location: In-office, Har Tuv

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

Ephoca is seeking a highly strategic and execution-focused Head of Customer Support to lead and scale our global customer service department. This role is responsible for building a best-in-class support organization that delivers consistent, high-quality service to contractors and partners across North America, with plans to expand into additional regions.

This position requires full ownership of support strategy, infrastructure, and delivery, combining leadership, process design, and cross-functional alignment. The successful candidate will establish scalable frameworks, implement structured training and development programs, and drive a culture of accountability, continuous improvement, and service excellence.

A key focus of this role is ensuring the department is equipped with the tools, training, and structured knowledge systems required to resolve technical inquiries accurately, efficiently, and professionally, including clear workflows that enable teams to access and apply information consistently across all customer interactions.

Leadership and Team Development

• Define and execute the long-term vision for Customer Support in alignment with company growth and geographic expansion
• Build and scale a structured support organization, including frontline teams, dispatch, quality assurance, training, and leadership layers
• Establish clear performance frameworks, governance structures, and operating cadences
• Develop workforce planning strategies, including capacity modeling and readiness for multi-region expansion
• Lead the design and evolution of onboarding, training, and ongoing professional development programs
• Implement structured coaching and upskilling frameworks to continuously elevate team capability and performance
• Promote a culture of accountability, ownership, and continuous learning

Operational Ownership

• Lead and be accountable for day-to-day customer support operations across all customer service operations; calls, tickets, and escalations
• Design and optimize workflows for service requests, scheduling, warranty handling, and technical support
• Partner cross-functionally with field service, logistics, and operations teams to ensure seamless execution
• Serve as a central point of alignment between Customer Support and other departments to streamline processes and improve end-to-end service delivery
• Ensure proper staffing, coverage, and escalation management aligned with U.S. hours
• Drive adoption of a centralized knowledge base to ensure consistent, accurate, and efficient support delivery 
• Ensure all team members are trained on how to effectively navigate systems and knowledge tools to resolve technical inquiries with accuracy and professionalism

Enhance the Customer Experience

• Define and elevate the customer experience across all interactions
• Own escalation management and resolution standards
• Analyze customer feedback and support data to identify trends, root causes, and improvement opportunities
• Implement and refine SOPs, scripts, and quality standards to ensure consistency and excellence 
• Establish clear communication and service standards to ensure consistency across all customer touchpoints

• Track, analyze, and report on key metrics (response time, resolution rate, CSAT, etc.)
• Identify inefficiencies and implement process improvements to increase team productivity and customer satisfaction
• Leverage CRM and support tools to enhance visibility and performance
• Drive a data-informed approach to decision-making and operational improvements 
• Establish structured reporting and review cadences (e.g., monthly/quarterly) to monitor performance and drive accountability

• 7+ years of experience in customer support operations, including prior experience as a Head of Customer Support or equivalent senior leadership role
• Proven track record of building, managing, and scaling high-volume support teams and operations
• Strong leadership presence with the ability to drive performance, accountability, and team development
• Hands-on experience with CRM and support systems (Zoho, or similar platforms)
• Data-driven mindset with a focus on operational excellence and continuous improvement
• Strong problem-solving, decision-making, and conflict resolution skills
• Excellent communication skills in English (written and verbal)

To apply - https://zurl.to/cEi2