Customer Support Shift Manager

Job Title: Customer Support Shift Manager

📍 Location: Tel Aviv, Israel

🕒 Employment Type: Full-Time

We are a fast-growing Fintech company based in Tel Aviv, providing a cutting-edge and dependable financial services that make global transactions effortless.

We are looking for a Customer Support Shift Manager who is fluent in both Hebrew and English and is passionate about delivering exceptional service to our clients.

Responsibilities:

- Assigning team members with tasks to be completed each shift.
- Setting performance metrics for the team.
- Properly resolving problems and troubleshooting issues as they arise without the direction of management.
- Managing multiple projects as well as staff members
- Maintaining a work environment that meets company, state and federal safety and employment guidelines.
- Provide support to existing clients via phone, email, and live chat.
- Listen attentively to customer inquiries and concerns, offering timely and effective resolutions in line with company policies.
- Offer feedback and suggestions to improve support processes and customer experience.
- Recommend relevant products and services based on client needs.
- Follow communication procedures, guidelines and policies
- Teamwork skills to collaborate with representatives and coworkers in other departments.
- Follow established communication procedures, guidelines, and policies.
- Collaborate with team members and other departments to resolve complex issues.

Qualifications:

- Proven experience as a Customer Support Shift Manager.
- Proficient in Microsoft Office (Word, Excel) and general computer applications.
- Excellent interpersonal and communication skills.
- Ability to remain calm and composed in a fast-paced, high-pressure environment.
- Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem.
- Team-oriented mindset with a proactive approach to problem-solving.