Customer Service Manager

Customer Care Manager 

A SaaS company is seeking an experienced, hands-on leader to head its Customer Care

department, including Technical Support, Retention, and Customer Success. 

If youre passionate about leading people, optimizing processes, and driving impactful projects-

while delivering an outstanding customer experience- this is a great opportunity to make a real

difference.

Responsibilities • Lead, mentor, and develop a team of 7 Customer Care agents • Provide guidance and support to agents in managing escalations and complex customer cases • Build, implement, and continuously improve workflows and processes • Own and drive KPIs including service levels, retention, and customer satisfaction • Analyze data and generate actionable insights to enhance customer experience • Collaborate cross-functionally with Product, Operations, and R&D teams • Own and manage the company’s internal & external Knowledge Base, ensuring content is accurate, up-to-date, and

easily accessible • Personally handle churn-related conversations and complex customer cases

Requirements • 3+ years of experience managing Customer Support, Retention, or Technical Support teams • Strong technical orientation and ability to quickly understand systems • Experience working with SaaS products or technology-driven environments • Ability to thrive under pressure and manage urgent situations effectively • Proven experience handling complex retention conversations and objections • Strong leadership skills with a balance of assertiveness, empathy, and approachability • Excellent interpersonal and communication skills • Long-term mindset with a desire to grow in a dynamic, evolving role Position scope: • Full-time position, with one hybrid day per week • Offices located in central Israel