Description
We are looking for an experienced and hands-on Technical Support & Customer Service Manager to lead and scale our support operations in a growing B2B SaaS fintech environment.
This role combines team leadership, operational excellence, customer experience ownership, and cross-functional collaboration with Product, R&D, Domain, and Customer Success teams.
The ideal candidate is highly process-oriented, customer-centric, technically capable, and experienced in managing support operations within fast-paced product companies.
Key Responsibilities:
- Lead and manage the Technical Support & Customer Service team
- Build and improve support processes, workflows, SLAs, and escalation management
- Monitor KPIs, customer satisfaction, ticket queues, and operational performance
- Collaborate closely with Product, R&D, Domain, CSM, and Sales teams
- Own support readiness for product releases and major product changes
- Drive continuous improvement initiatives and service excellence standards
- Improve knowledge management, documentation, and internal enablement processes
- Support system optimization and automation initiatives across support operations
- Handle escalated and sensitive customer cases with professionalism and ownership
Requirements
Requirements:
- 3+ years of experience managing Technical Support / Customer Service teams in a SaaS company
- Experience working in B2B product environments
- Strong operational and process-building capabilities
- Excellent communication and stakeholder management skills
- Strong analytical and problem-solving abilities
- Experience working closely with Product and R&D teams
- Technical orientation and ability to understand complex systems and workflows
- Experience with support platforms such as Zendesk, Zoho Desk, HubSpot, or similar
- Hebrew and English - high proficiency
Advantages:
- Experience in fintech, ERP, accounting, payroll, or complex operational systems
- Experience in startup or scaling environments
- SQL / API understanding
