Customer Success Manager

Customer Success Manager

Wheelshare · Israel (HQ) · Full-time

ABOUT US

Wheelshare is a smart mobility company operating innovative wheelchair rental stations in hospitals and other public venues across Israel and EU territories. We combine technology and accessibility to give people the freedom to move, wherever they are.

THE ROLE

We're looking for a Customer Success Manager to own our customer-facing operations — across call centres, B2B partnerships, and international markets. A hands-on role for someone with strong people skills and a genuine passion for customer experience.

WHAT YOU'LL DO

Call Centre & Service Operations

•   Monitor and manage outsourced customer service centres in Israel and internationally

•   Conduct quality controls — call listening, agent guidance, and structured feedback

•   Handle escalation cases from end users through to resolution

•   Develop and maintain training content and tools to drive team performance

Customer Experience

•   Own B2B customer relationships in Israel; guide CS policy for UK and EU territories

•   Work cross-functionally to improve satisfaction metrics and close feedback loops

•   Develop customer experience policies, escalation frameworks, and service standards

•   Track key CS KPIs — identifying trends and driving continuous improvement

WHAT WE'RE LOOKING FOR

•   Bachelor's degree

•   3–5 years of experience in customer success, service management, or call centre operations

•   Fluent Hebrew and English — both essential

•   Hands-on experience with CRM and work management tools — Monday.com proficiency is a strong advantage

•   Proficiency in Excel and comfort working with data

•   Strong communicator with a systemic, structured approach

Nice to have:

•   Previous management experience — people and/or processes

•   Additional languages

•   Experience with remote or outsourced teams

•   Background in healthcare or patient-facing environments

Wheelshare is an equal opportunity employer. We welcome applicants from all backgrounds.

Please send the CV to the following email: [email protected]