Customer Support team lead

part of Guideline group (traded on the Tel- Aviv stock exchange) is a FinTech solution designed to assist accountants and tax experts in improving and simplifying their day-to-day processes. the leading FinTech accounting manager solution in Israel. We provide an end-to-end B2B solution for Accountant Firms. Our SAAS solution offers the CPA the automation of complex processes including Income invoices, Expense management, Tax payment, Tax Reports, Automatic (OCR) invoice processing, and much more covering all aspects of financial management. We are seeking a dynamic and experienced Customer Support team lead to lead our customer support team. This role is pivotal in ensuring that our customer support services are delivered with the highest standards, aligning with our company's constant striving for excellence. Key Responsibilities Lead, and mentor a team of customer support experts, ensuring high-quality service delivery. Develop and implement customer service policies and procedures to ensure consistent service excellence. Establish, monitor, and implement key performance indicators (KPIs) and service level agreements (SLAs) for the department, team members, and customers, ensuring comprehensive alignment with organizational goals and maintaining high standards of performance and service delivery. Analyze customer feedback and service metrics to identify trends and areas for improvement. Work closely with the management team to align customer service strategies with overall business objectives. Handle complex customer queries and complaints, providing solutions that enhance customer satisfaction. Train team members on new products, services, and customer service best practices. Foster a customer-centric culture within the team, encouraging proactive problem-solving and innovation. Collaborate with other departments to ensure seamless communication and coordination in addressing customer needs. Prepare and present regular reports and summaries on team performance, customer feedback, and service improvement strategies.