Technical Support & Customer Service Manager

Description:

We are looking for an experienced and hands-on Technical Support & Customer Service Manager to lead and scale our support operations in a growing B2B SaaS fintech environment.

This role combines team leadership, operational excellence, customer experience ownership, and cross-functional collaboration with Product, R&D, Domain, and Customer Success teams.

The ideal candidate is highly process-oriented, customer-centric, technically capable, and experienced in managing support operations within fast-paced product companies.

Key Responsibilities:

• Lead and manage the Technical Support & Customer Service team
• Build and improve support processes, workflows, SLAs, and escalation management
• Monitor KPIs, customer satisfaction, ticket queues, and operational performance
• Collaborate closely with Product, R&D, Domain, CSM, and Sales teams
• Own support readiness for product releases and major product changes
• Drive continuous improvement initiatives and service excellence standards
• Improve knowledge management, documentation, and internal enablement processes
• Support system optimization and automation initiatives across support operations
• Handle escalated and sensitive customer cases with professionalism and ownership

Requirements:

• 3+ years of experience managing Technical Support / Customer Service teams in a SaaS company
• Experience working in B2B product environments
• Strong operational and process-building capabilities
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving abilities
• Experience working closely with Product and R&D teams
• Technical orientation and ability to understand complex systems and workflows
• Experience with support platforms such as Zendesk, Zoho Desk, HubSpot, or similar
• Hebrew and English - high proficiency

Advantages:

• Experience in fintech, ERP, accounting, payroll, or complex operational systems
• Experience in startup or scaling environments
• SQL / API understanding