Description

We are looking for an experienced Customer Support Team Lead to join our team. 

The ideal candidate will have a strong background in customer support, leadership skills, and a passion for solving problems and helping others. 

In this role, your responsibility is ensuring that our customers receive the highest level of support and lead the team to reach its goals. You will work closely with other departments and functions in the support team to resolve customer issues, develop and implement support strategies, and continuously improve our support processes. 

Responsibilities

• Manage a global customer support team located primarily in Israel and Europe.
• Oversee daily operations of the customer support team.
• Ensure high levels of customer satisfaction through excellent service (via chat, email, and video calls).
• Monitor performance metrics and identify areas for improvement.
• Prepare and present regular reports on team performance.
• Conduct regular team meetings and one-on-one sessions, including training, and feedback using the help of the Support Tech Lead.
• Build and manage the team’s schedule (working in shifts).
• Stay informed about industry trends and best practices.
• Maintain a positive and productive work environment.
• Promote a customer-centric culture within the team.

Requirements

• Minimum of 2 years of experience in a similar position, Customer Support Team Lead. 
• Experience in managing a global team.
• Experience in working with Zendesk and Intercom, or similar sw. 
• Proven leadership and organization skills, including problem-solving and conflict-resolution abilities.
• Strong analytical and decision-making skills.
• Ability to handle multiple tasks and prioritize effectively.
• Ability to work in a fast-paced environment and under pressure.
• Fluent English and Hebrew. additional language is an advantage.