Customer Service Team Manager

Description:

Black Rabbit is seeking a dedicated Customer Support Representative to join our dynamic team.

Black Rabbit is a travel tech company based in Tel Aviv, leading the way in online flight booking. As Israel’s top online flight ticket provider, we’re expanding our operations across Europe, the U.S., and Australia. Our reach continues to grow through strategic partnerships with industry leaders like Skyscanner, Kayak, and Google Flights. At Black Rabbit, we’re more than just a booking platform; we’re a dedicated team of developers, designers, and travel enthusiasts focused on making travel simpler and more enjoyable for everyone.

We are seeking an experienced, business-savvy, and forward-thinking Customer Service Team Manager to lead our support operations and drive our Customer Experience (CX) strategy. In this pivotal role, you will look at customer service not merely as an operational function, but as a core driver of customer loyalty, retention, and long-term business growth.

We are looking for a leader who can think like a business owner—leveraging data insights to optimize processes, reducing customer friction, and pioneering the integration of AI and smart automation to elevate our service ecosystem to the next level.

1. Strategic AI & Tech Innovation

• Drive AI & Automation Integration: Actively champion, implement, and scale smart AI customer service tools to automate routine tasks, shorten response times, and optimize workflow efficiency.
• Tech-Driven Efficiency: Leverage generative AI and conversational bots to handle low-tier inquiries, allowing the human team to focus on high-value, complex interactions.
• Future Vision: Constantly evaluate the tech landscape to design and execute the next generation of smart, automated customer support.

2. Business Acumen & Proactive CX

• Retention & Growth Focus: Manage the support function with a clear view of business impact, ensuring high customer lifetime value (LTV) and strategic retention.
• Proactive Friction Reduction: Use frontline insights and data to identify trends, system failures, or product gaps, proactively working to eliminate the root causes of incoming tickets.
• Cross-Organizational Synergy: Represent the "Voice of the Customer" across internal departments, collaborating closely with Finance, Product, and Operations to optimize cross-company workflows and improve commercial outcomes.

3. Data Analysis & Technical Operations

• Deeply master and administer our support tech-stack (Zendesk), ensuring data integrity, building custom dashboards, and tracking KPIs.
• Constantly analyze support statistics (response rates, resolution times, and CSAT) to extract business-critical insights and make data-driven decisions.

4. Team Leadership & Workforce Management

• Directly manage, mentor, and motivate a team of 13 Customer Service Representatives, fostering a supportive and high-performance culture.
• Oversee shift planning, scheduling, and real-time daily task prioritization to ensure seamless coverage.
• Lead end-to-end hiring, onboarding, and professional training programs for new team members.

5. Complex Escalation Management

• Personally handle high-level, complex client escalations requiring creative problem-solving, diplomatic negotiation, and strategic intervention to protect company revenue and reputation.

What We’re Looking For:

• 3-5+ years of experience in a Customer Service Management or Team Lead role, with a strong background in tech, global SaaS, or high-volume B2C digital platforms.
• AI & Tech Enthusiast: Proven experience or a deep, demonstrated interest in implementing and scaling AI customer service tools and automation frameworks.
• Business-Driven Mindset: Strong understanding of how customer service impacts retention, business growth, and operational cost reduction.
• Zendesk Power User: Deep, hands-on expertise with Zendesk configuration, macro creation, automation triggers, and advanced reporting.
• Analytical Capability: Exceptional ability to read data, identify commercial trends, and translate statistics into actionable process or product improvements.
• Native-level English (both written and spoken) with outstanding interpersonal, diplomatic, and communication skills. Hebrew fluency is required.
• Bachelor’s Degree in Business Administration, Industrial Engineering, or a related analytical field – a significant advantage.