Support Operations Lead

Description:

We are

At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely. 

With 900+ employees worldwide and an R&D center of over 160 employees in Jerusalem - we’re reshaping how financial technology is developed and delivered. . 

This role is central to driving operational excellence across the support organization, ensuring teams can deliver fast, high-quality service at scale. It leads the design and continuous improvement of support processes, workflows, and policies, while identifying opportunities for automation and efficiency gains. The position owns performance measurement through KPIs, dashboards, and analytics, translating data into actionable insights that shape strategic decisions. It also partners closely with cross-functional teams to enhance systems, tools, and end-to-end support experiences.

With broad ownership and visibility, this role empowers the individual to influence how support operates globally, drive meaningful change, and elevate both customer and employee experience through smarter, more scalable operations.

The Support Operations Lead will be measured on:

• Improvement in SLA performance
• Reduction in response and resolution times
• Increased support team productivity
• Improvement in CSAT and customer experience metrics
• Successful implementation of operational initiatives
• Adoption and effectiveness of support tools and processes

Reports To: VP Technical Support

A highly organized and data-driven Support Operations Lead to drive operational excellence across our customer and technical support organization. This role is responsible for optimizing support processes, managing support systems and tools, delivering actionable insights through reporting and analytics, and enabling support teams to operate efficiently at scale.

The ideal candidate combines strong operational expertise, analytical skills, project management capabilities, and a passion for improving customer and employee experiences.