תיאור תפקיד:
What You’ll Be Responsible For:
● Leading and developing a global support organization (Israel & India), managing both Level 1 and Level 2 teams, and ensuring continuous growth and professional excellence.
● Handling high-volume operations (10,000+ tickets/month), balancing PLG and enterprise support while driving ticket deflection and automation through AI.
● Owning and optimizing key support KPIs: Time to First Response, Resolution Rate, CSAT, Feedback Loop, and ticket coverage by AI.
● Driving operational processes across escalations, refunds, and legal workflows, as well as ensuring smooth alignment with Product Delivery, Sales, and Customer Success.
● Building and maintaining knowledge systems (knowledge base, Intercom, integrations) and ensuring accurate, up-to-date content.
● Implementing and scaling AI-driven support solutions to automate workflows, improve resolution, and deliver personalized customer experiences.
● Combining strategic vision with hands-on leadership: coaching teams, getting into the queue when needed, and ensuring operational excellence at scale.
דרישות:
● 3–5 years of experience leading support teams in fast-growth PLG or B2B SaaS environments.
● Experience implementing AI/automation solutions in support.
● Proven ability to manage high-volume global support operations while scaling efficiently.
● Strong technical acumen: familiarity with SaaS concepts (APIs, integrations, data privacy), ability to troubleshoot, and comfort working with support systems.
● Strong people leadership skills – especially with early-career teams, requiring guidance, mentorship, and motivation.
● Passion for the Support domain as a career path, not just an operational step.
● Balance of data-driven management (KPIs, analytics, dashboards) with authentic customer-centricity.
היקף משרה:
משרה מלאה
קוד משרה:
JB-00577
אזור:
מרכז - תל אביב, פתח תקווה, רמת גן וגבעתיים, בקעת אונו וגבעת שמואל, חולון ובת-ים, מודיעין
שרון - חדרה וזכרון יעקב, נתניה ועמק חפר, רעננה, כפר סבא והוד השרון, ראש העין, הרצליה ורמת השרון
ירושלים - ירושלים, יהודה ושומרון, בית שמש
צפון - גליל, טבריה והכנרת, עפולה, נצרת ובית שאן, עכו, נהריה והגליל המערבי, קריות ועמק זבולון, חיפה והכרמל, גולן
דרום - אשדוד, קרית גת, באר שבע, דימונה, אשקלון, קרית מלאכי, ערד וים המלח
השפלה - ראשון לציון ונס- ציונה, רמלה לוד, רחובות, יבנה
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