Head of Customer Service JB-5544

We are looking for an experienced and data-driven Head of Customer Service to lead a global Tier 1 and Tier 2 customer service operation. The role combines strategic leadership, hands-on operational management, process optimization, and cross-functional collaboration across a distributed environment. Reporting directly to the COO, you will lead local teams in Israel alongside global employees and outsourced BPO partners.

Location: Tel Aviv

Responsibilities

• Lead and manage a global customer service operation, including local teams and international outsourced BPO partners.
• Define, monitor, and analyze key service KPIs, including SLA, CSAT, NPS, FCR, and churn.
• Build and optimize service processes, playbooks, workflows, dashboards, and automation.
• Work closely with Sales, Marketing, R&D, IT, Finance, and Operations to improve customer experience and operational performance.
• Identify recurring customer and system issues, translate insights into actionable improvements, and drive resolution across relevant teams.
• Oversee customer-related operational and financial processes, including refunds, credits, and transaction inquiries.
• Develop, motivate, and retain distributed teams while building a high-performing, customer-focused service culture.

Requirements

• 3-5 years of management experience in Customer Service, Customer Operations, or a similar function within a startup or product company.
• Proven experience managing distributed teams and external BPO or outsourcing providers.
• Strong analytical capabilities with hands-on experience defining and managing KPIs and making data-driven decisions.
• Strong technical orientation and experience with CRM and customer service platforms such as Salesforce, Zendesk, or HubSpot.
• Proven ability to improve service processes, workflows, systems, and operational efficiency.
• Excellent leadership, communication, stakeholder management, and conflict-resolution skills.
• Fluent Hebrew and English, both written and spoken. Experience in Fintech or financial services is a strong advantage.