Support Manager

KMS Lighthouse is one of the hottest up and coming tech companies working with Fortune 500 and Fortune 1000 enterprises around the world! Named the #1 knowledge management company in the Forrester Wave Report 2024, KMS Lighthouse is an industry leader in knowledge management.

The Global Support Manager will be based at our Israel offices, responsible for leading the entire global support operation. This vital role involves managing operational excellence, optimizing support processes, and driving a customer-first culture to ensure outstanding service delivery. The ideal candidate is a proactive leader, able to engage cross-functional teams, senior management, and customers with clear communication and strategic focus.

Requirements:

3+ years of experience in support management or similar leadership roles in a technical environment
Proven experience managing global teams and operations
Strong background in SaaS support and enterprise-level customer service
Demonstrated leadership, communication, and interpersonal skills
Ability to drive operational improvements and implement scalable support strategies
Familiarity with support tools such as Zendesk, Jira, or Salesforce and ITIL methodologies is a plus
Fluent English is required
Willingness to work flexibly across multiple time zones to support global operations

Responsibilities:

Lead and manage the global support operation, overseeing cross-regional teams to ensure efficient and unified service delivery
Develop and continuously improve support processes, SLAs, and KPIs aligned with company goals and customer expectations
Collaborate closely with Product, DevOps, and Engineering teams to resolve escalations and enhance the customer experience
Oversee team performance, provide coaching, and manage recruitment, training, and development to maintain high operational standards
Drive customer satisfaction by ensuring fast and effective issue resolution, and proactive communication with key clients
Prepare and deliver detailed reports on support metrics and trends to senior leadership
Establish and maintain strong relationships with customers, internal stakeholders, and support teams worldwide
Manage talent acquisition and onboarding of support personnel to scale global operations