Customer Support Shift Manager

Company Description WorldCom Finance combines cutting-edge technology with innovative financial solutions to simplify cross-border transactions for individuals and businesses. The company provides instant money transfers from Israel and other locations to multiple global destinations at competitive rates. Its digital wallets enable users to store, manage, and exchange multiple currencies for seamless international payments. WorldCom Finance also offers advantageous foreign exchange services for business owners and secure prepaid cards for global purchases and cash withdrawals. Team members work in a dynamic environment focused on reliability, speed, and customer-centric service.
Role Description This is a full-time, on-site Customer Support Shift Manager role based in the Tel Aviv District, Israel. The Customer Support Shift Manager oversees day-to-day customer support operations during assigned shifts, ensuring service levels and quality standards are consistently met. Responsibilities include leading and coaching support representatives, monitoring queues and response times, and resolving escalated customer issues across channels (phone, email, chat, and in-app). The role includes analyzing ticket trends, implementing process improvements, and collaborating with technical and product teams to address recurring issues. The Shift Manager also prepares shift reports, manages schedules and staffing, and promotes a customer-focused culture that supports WorldCom Finance’s global financial services.
Qualifications

• Customer-facing skills: Customer Support, Customer Service, Customer Satisfaction.
• Operational and problem-solving skills: Analytical Skills, experience monitoring KPIs, and making data-informed decisions.
• Technical capabilities: Technical Support experience, ability to understand and troubleshoot basic fintech or online platform issues.
• Leadership experience: Prior experience managing or supervising customer support teams or shifts in a fast-paced environment.
• Communication skills: Strong written and verbal communication in English; additional languages, especially Hebrew and other widely used languages, are an advantage.
• Industry and tools: Experience with CRM or ticketing systems, preferably in fintech, payments, or financial services.
• Work style: Ability to work on-site in the Tel Aviv District, manage stress, prioritize tasks, and make decisions in real time.
• Education: Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.