Customer Service Manager

🌟 Join a Startup That’s Actually Scaling.

📍 Location: Umm al-Fahm | Haifa

Why HAAT?

HAAT is one of the fastest-growing delivery and quick commerce tech companies in the region.

We started in peripheral cities solving real-world complexity informal addresses, cash-heavy markets, fragmented courier networks and turned it into a scalable logistics engine.

Today, we operate across 40+ cities, expanding beyond restaurants into grocery, retail, digital, and fintech services.

The Role: Customer Service Manager

We’re looking for a Customer Service Manager to lead large-scale operations, drive performance, and ensure exceptional service delivery across multiple locations.

What You’ll Be Doing:

• Lead and oversee day-to-day operations across three customer service offices.

• Ensure consistent execution of service standards, processes, and procedures.

• Monitor and manage SLAs, KPIs, and operational performance metrics.

• Maintain operational stability during peak activity and high-demand periods.

• Directly manage Team Leaders and Office Supervisors.

• Lead and develop a team of approximately 80 customer service representatives.

• Drive employee engagement, motivation, accountability, and professional growth.

• Lead recruitment, onboarding, coaching, and performance management processes.

• Reduce turnover, strengthen retention, and foster a strong service culture.

• Partner with leadership to execute strategic initiatives and scale customer support operations.

What You Bring to the Table:

• 5+ years of experience in Customer Service.

• 3+ years of management experience leading large teams (50+ employees preferred).

• Proven ability to manage performance through KPIs and SLA frameworks.

• Strong leadership, coaching, and people management skills.

• Experience working with CRM and ticketing systems.

• Data-driven mindset with a strong focus on operational excellence.

• Ability to thrive in fast-paced, high-growth environments.

• Fluent Hebrew speaker.

• Bonus: Experience managing multi-site operations.

🎁 What’s in It for You:

• Lead one of the most critical functions in a rapidly scaling company.

• Manage large teams with real ownership and influence.

• Drive customer experience across thousands of daily interactions.

• Work closely with senior leadership on strategic initiatives.

• Be part of a fast-growing company transforming delivery and commerce across Israel.