Head of Customer Service

Head of Customer Service | Tel Aviv

We're looking for an experienced Head of Customer Service to lead our global customer service operation.

Reporting directly to the COO, this role will oversee Tier 1 & Tier 2 customer service teams across Israel and global outsourced partners, driving service excellence, operational performance, customer satisfaction, and continuous process improvement.

What you'll do: • Lead and develop global customer service teams and BPO partners

• Own service KPIs including SLA, CSAT, NPS, FCR and retention metrics

• Build data-driven processes, dashboards, and performance frameworks

• Partner closely with Operations, Finance, Product, IT, Sales and Marketing

• Drive customer experience initiatives and operational excellence at scale

• Implement CRM, automation, and service optimization programs

What we're looking for:

• 3+ years leading customer service or customer operations teams

• Experience managing global and distributed teams, including outsourcing vendors

• Strong analytical and KPI-driven mindset

• Experience with CRM and customer service platforms

• Excellent leadership and stakeholder management skills

• Languages: Native-level Hebrew and high-level English proficiency, including excellent verbal and written communication skills – mandatory.

📍 Tel Aviv