Customer Service Team Lead

🚀 Technical Support & Customer Retention Team Lead | SaaS Product Company

A growing tech product company is looking for a sharp, business-oriented Team Lead to manage Technical Support & Customer Retention.

This is a key leadership role, reporting directly to the COO, with full ownership over team performance, customer experience, and retention strategy.

🔍 What we’re really looking for:

An exact match – someone coming from a SaaS product company, with hands-on experience supporting a product, managing a team, and understanding how to tailor conversations based on each client’s business needs.

💼 Key Responsibilities:

• Lead and manage a team of up to 10 support & retention specialists

• Handle complex customer interactions and lead retention strategies

• Mentor and train team members – both technically and commercially

• Analyze KPIs, trends, and performance to drive continuous improvement

• Manage escalations and provide solutions to strategic clients

• Build workflows, scripts, and tools to optimize team performance

• Work cross-functionally with Sales, Product, and R&D

• Own service levels, retention targets, and customer satisfaction

🎯 Requirements:

• 3–4 years of experience managing support / retention / technical support teams

• Strong background in SaaS or tech product environments – MUST

• Proven experience handling complex retention conversations & objections

• Strong business acumen – ability to understand client needs and adapt the conversation accordingly

• Analytical mindset with KPI-driven approach

• Leadership skills: coaching, mentoring, and team development

• High-level Hebrew & good English

• If you’re coming from a SaaS product environment and know how to combine technical support, retention, and business thinking – this role is for you.