Customer Care Manager |SaaS Company | Central Israel (Hybrid)

A leading SaaS company is looking for an experienced, hands-on leader to head its Customer Care department, including Technical Support, Retention, and Customer Success. If you're passionate about leading people, optimizing processes, and driving impactful projects-while delivering an outstanding customer experience- this is a great opportunity to make a real difference. Responsibilities: -Lead, mentor, and develop a team of 7 Customer Care agents Provide guidance and support to agents in managing escalations and complex customer cases -Build, implement, and continuously improve workflows and processes Own and drive KPIs including service levels, retention, and customer satisfaction -Analyze data and generate actionable insights to enhance customer experience -Collaborate cross-functionally with Product, Operations, and R&D teams -Own and manage the company’s internal & external Knowledge Base, ensuring content is accurate, up-to-date, and easily accessible Personally handle churn-related conversations and complex customer cases Position Details: Full-time role Hybrid work model – one day remote per week Offices located in Central Israel The position is intended for both women and men. - 3+ years of experience managing Customer Support, Retention, or Technical Support teams -Strong technical orientation and ability to quickly understand systems -Experience working with SaaS products or technology-driven environments Ability to thrive under pressure and manage urgent situations effectively Proven experience handling complex retention conversations and objections -Strong leadership skills with a balance of assertiveness, empathy, and approachability -Excellent interpersonal and communication skills