Customer Experience Team Lead

Our Mission Our vision is to let everyone enjoy financial freedom, regardless of their banking status, credit score, or other obsolete metrics.Our platform does just that, without depending on the traditional banking system.We provide digital financial services for a variety of populations, serving tens of thousands of customers every month.Using cutting-edge technologies and our global financial network, we provide our customers, individuals, or businesses, advanced services including multi-currency accounts, international Visa cards, and real-time cross-border payments, with expertise in hard-to-reach destinations.Key Responsibilities:Manage the daily operations of the T1+ T2 customer experience team, including one-on-one meetings, task allocation, monitoring, and performance tracking.Conduct daily, weekly, and monthly quality control checks on calls, inquiries, and chats, providing professional feedback to improve performance.Lead the team to achieve service, quality, and SLA targets.Mentor, guide, and provide professional training to team members, including building individual development plans.Identify professional and operational gaps and implement continuous improvement processes.Handle and oversee complex customer inquiries and complaints to ensure high customer satisfaction.Update and implement customer service procedures and best practices on an ongoing basis.Analyze customer feedback and trends, identify potential issues, and share reports and insights with the Customer Experience Manager.Monitor key performance indicators (KPIs) and produce reports to drive continuous service quality improvement.Qualifications and Skills:Minimum of 3 years of proven experience in managing a customer service, technical support, or operational team – required.Strong verbal and written communication skills in both Hebrew and English.Proven experience in conducting quality control checks and providing effective feedback – required.Demonstrated ability to lead a team to meet performance and quality targets.Advanced computer literacy and proficiency in CRM systems – required (experience with Intercom, Zendesk, or Salesforce is an advantage).Ability to work effectively under pressure and in a fast-paced environment.High service orientation combined with operational understanding and strong problem-solving skills.Positive attitude and a genuine desire to help others.