Service Operations Lead

ABOUT KORRO

Korro is an international AI company on a mission to transform the way children develop. By combining artificial intelligence, computer vision and evidence-based developmental science, we create engaging, personalized experiences that help children build essential life skills through movement and play.

Our technology is already being deployed by municipalities, educational organizations and healthcare providers around the world, and we're building a team of exceptional people who want to create meaningful impact at scale.

ROLE SUMMARY

We are looking for an experienced, hands-on Service Operations Lead to establish and lead Korro’s Customer Support and Technical Operations function. This is a player-coach role: you will work directly on customer support, troubleshooting and incident management while designing the processes, tools, service standards and operating model behind the function.

KEY RESPONSIBILITIES

• Design, implement and continuously improve end-to-end support, monitoring, incident-management and escalation workflows and infrastructure.
• Select, implement and optimize Help Desk, ticketing, monitoring, reporting and knowledge-management tools.
• Define SLAs, KPIs, operational dashboards, service standards and recurring operational routines.
• Provide hands-on customer support and technical assistance and take ownership of complex incidents and escalations.
• Monitor service performance, identify recurring issues, lead root-cause analysis and drive corrective actions.
• Partner with Korro’s Customer Success, Product, Engineering and IT to resolve issues and ensure operational readiness for releases.
• Build playbooks, operational documentation, onboarding materials and training programs.
• Lead, coach and develop Service Operations team members while remaining active in day-to-day operations.

REQUIREMENTS

• 5+ years of experience in Service Operations, Technical Support, Customer Support or a similar operational role.
• Proven hands-on experience building or significantly improving support processes, tools and operational infrastructure.
• Experience implementing platforms such as Zoho, Zendesk, HubSpot or similar.
• Strong troubleshooting, analytical, project-management and customer-service capabilities.
• Excellent Hebrew and English communication skills.

WHAT WE ARE LOOKING FOR

A builder who enjoys creating structure, solving real customer issues and leading by example. The right person combines strategic ownership with practical, daily execution.

This position is open to all genders.