Customer Support Team Lead

Customer Support Team Lead

📍 Tel Aviv, Israel | Full-Time

Are you a passionate people leader who believes exceptional customer support is a competitive advantage?

We're looking for a Customer Support Team Lead to lead and inspire a large remote customer support operation for a fast-growing B2C gaming company. You'll be responsible for developing leaders, driving operational excellence, improving processes, and ensuring every player receives an outstanding support experience.

If you enjoy coaching people, solving complex problems, collaborating with Product and R&D, and using data to improve performance, we'd love to hear from you.

• Lead, mentor and develop Customer Support Supervisors managing remote support teams.
• Drive team performance by monitoring KPIs, quality metrics and service levels.
• Conduct regular performance reviews, coaching sessions and development plans.
• Manage complex support escalations and ensure timely resolution.
• Lead weekly team meetings and foster a positive, high-performance culture.
• Improve customer support processes, workflows and internal tools.
• Partner closely with Product, R&D and Growth teams to resolve player-facing technical issues.
• Represent the Customer Support function in cross-functional projects and product discussions.
• Analyse support trends and identify opportunities to improve the player experience.
• Help build scalable support operations that maximise player satisfaction and retention.

• 1-3 years' experience leading Customer Support teams.
• Experience managing remote or offshore teams.
• Gaming industry experience is a strong advantage.
• Strong understanding of Customer Support KPIs and performance management.
• Experience handling complex customer escalations.
• Ability to work closely with Product and Engineering teams on technical issues.
• Excellent communication skills in both Hebrew and English.
• Strong leadership, coaching and mentoring abilities.
• Analytical mindset with a passion for continuous improvement.
• Proactive, organised and able to thrive in a fast-paced environment.