Director of Customer Service

Tel Aviv / Hybrid

Aligned is a customer-facing AI Deal Workspace that helps revenue teams manage deal complexity by moving the chaotic email-links-files back-and-forth into a single space where deals run. We serve ~1,000 paying customers and 1M+ buyers per month, and are recognized by G2 as leaders in Digital Sales Rooms. Companies like Deel, SimilarWeb, ServiceNow, and Intel use Aligned to shorten sales cycles by 30% and increase win rates by up to 100%.

We're hiring a Director of Customer Care to build and own our entire customer care function from the ground up, and to design it as an AI-agentic operation from day one. This isn't a role where AI is a layer on top of traditional support. AI is the architecture. You'll set the vision for how autonomous agents handle triage, deflection, and resolution, with human expertise focused where it matters most.

The role covers both sides of customer care: customer-facing (help center, AI bots, tickets, escalations) and internal (ticketing from CS, sales, and other teams). You'll start hands-on and evolve into running the operation as the team grows.

What You'll Do

• Define and execute the customer care strategy: processes, tooling, automation, and team
• Lead the AI-agentic transformation of customer care: AI bots, deflection strategies, agent-assist tools, with a focus on eliminating manual work
• Redefine support metrics to focus on AI containment rate and value-based impact, not just ticket volume and response time
• Own the customer support experience across our support stack (chat, email, tickets, in-product)
• Build and maintain the help center and knowledge base as a self-service product, structured for both users and AI bots
• Design and implement the internal ticketing system from scratch for requests from CS, sales, and other teams
• Manage and develop the support team
• Own support KPIs and OKRs end-to-end: set targets, report to the exec team, drive toward them
• Partner with the CPO on sprint operations and release rituals sprint ceremonies, planning cadence, release coordination as part of the same operating-system thinking
• Partner closely with Product and Engineering to convert support insights into product improvements

Who You Are

• Builder & Innovator. You build processes, systems, and workflows from zero and keep reinventing them when they stop serving the business. Not a maintainer, a builder who never stops iterating.
• AI-First Thinker. You're already using AI and automation to scale support. You think about resolution rate per automation dollar, not just per headcount. You have a vision for applying LLMs, agents, and RAG to technical problem-solving.
• Process-Obsessed. Everything you touch becomes cleaner, faster, more reliable. You measure everything and improve continuously.
• Reliable & Accountable. When you commit, it happens. When you miss, you flag it early and fix it. No excuses, no surprises.

You also have:

• 4-6 years in support or support operations at a B2B SaaS company
• Startup experience (Seed–Series C), you've worked in scrappy, build-from-zero environments
• Deep expertise in modern support tools (Intercom preferred, Zendesk/Freshdesk/similar OK): workflows, bots, AI layers, reporting
• Hands-on experience with AI/automation in support, not theoretical
• Experience building and maintaining a help center or knowledge base
• Team management experience is a plus (not required)
• Excellent English and Hebrew, our customers are global and our team is Israeli
• Product sense, you see support as a feedback loop to product, not a cost center

Why Aligned

• Build the customer care function from scratch at a company that's scaling fast, backed by a recent funding round
• Report directly to the CPO, strategic role with a direct line to product decisions
• Work on a product that 1M+ buyers use monthly and that users genuinely love
• Be part of a 50 person team where your impact is felt immediately
• Hybrid environment, 2-3 days per week from our Tel Aviv office
• AI-first approach to everything we do, you won't be pushing for AI adoption, you'll be architecting it