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you can count on working in an energetic, dynamic, and international team and on taking part in a true Israeli start-up success story. As a Customer Care Specialist, youll be our ambassador to our customers, thoroughly trained to educate our 100+ million users on what is all about. You will be the technical engineer who assists customers with the how-tos of our software, online platform, or mobile app; the open-minded listener who shows empathy and support when a caller is sharing their moving and very personal family history; and the specialist who can explain DNA results based on global migration patterns and biology. And theres so much more to learn and be a part of!

The international members of our Tel Aviv Customer Care Team are open-hearted, detail-oriented, articulate, and curious, and have a genuine desire to find solutions and delight our customers.

part of Guideline group (traded on the Tel- Aviv stock exchange) is a FinTech solution designed to assist accountants and tax experts in improving and simplifying their day-to-day processes. the leading FinTech accounting manager solution in Israel. We provide an end-to-end B2B solution for Accountant Firms. Our SAAS solution offers the CPA the automation of complex processes including Income invoices, Expense management, Tax payment, Tax Reports, Automatic (OCR) invoice processing, and much more covering all aspects of financial management. We are seeking a dynamic and experienced Customer Support team lead to lead our customer support team. This role is pivotal in ensuring that our customer support services are delivered with the highest standards, aligning with our company's constant striving for excellence. Key Responsibilities Lead, and mentor a team of customer support experts, ensuring high-quality service delivery. Develop and implement customer service policies and procedures to ensure consistent service excellence. Establish, monitor, and implement key performance indicators (KPIs) and service level agreements (SLAs) for the department, team members, and customers, ensuring comprehensive alignment with organizational goals and maintaining high standards of performance and service delivery. Analyze customer feedback and service metrics to identify trends and areas for improvement. Work closely with the management team to align customer service strategies with overall business objectives. Handle complex customer queries and complaints, providing solutions that enhance customer satisfaction. Train team members on new products, services, and customer service best practices. Foster a customer-centric culture within the team, encouraging proactive problem-solving and innovation. Collaborate with other departments to ensure seamless communication and coordination in addressing customer needs. Prepare and present regular reports and summaries on team performance, customer feedback, and service improvement strategies.

we are looking for a Customer Support representative! Were a boutique tech company with a cutting edge product in the online marketing industry, trusted by global brands such as Fiverr , Elementor and Lemonade. Located in the heart of Tel-Aviv.

Job description
Full-time position in a SaaS company.
The position includes assisting with technical support and providing customers full training of our product. You will help customers plan and understand the best ways to utilize our service based on their business needs.

we are looking for a Technical Account Manager. Were a boutique tech company with a
cutting-edge product in the online marketing industry, trusted by global brands such as Fiverr,
Elementor, and Lemonade. Located in the heart of Tel Aviv, this is a full-time position in a SaaS
company

Job description
Serve as the main point of contact for B2B clients, addressing inquiries, and providing technical assistance.
Onboard new clients, handle billing inquiries, and escalate issues as needed.
Customize products to meet client needs and provide comprehensive training.
Collaborate with internal teams to address client issues and enhance products.
Utilize the Monday system for client management and task prioritization.

A cutting-edge fintech thats driving the technology for leading banks and retailers worldwide. Were growing quickly following an investment of over $20M by the company that owns IKEA. So we need people like you smart, energetic, and with a passion for getting great things done for some of the most iconic brands in the world.
We are looking for a Tier 2 technical support engineer as part of our Customer Support team. You will provide advanced technical support to our partners and customers. Your role is responsible for resolving escalated technical issues.

Communication with customers consists of working on cases in our ticketing system and the occasional phone or video call to troubleshoot technical issues. You will collaborate with other teams including engineering, integration, product and account management.
Responsibilities
Manage advance tech tickets that were escalated from our Tier1 team
Provide timely responses and proactive updates during all phases of case lifecycle
Demonstrate ownership over cases and tickets, and champion ticket resolution with other teams

We seek a visionary and customer-focused Technical Customer Service Representative to join our team. In this role, you will engage with our global customers during the sale, post-sales process, onboarding, and the ongoing customers' lifecycle. This is an opportunity to join a Rocket Ship to take part in making the future of digital communication today, with a great opportunity to grow into Tier 3 support engineer position.

Working days/hours: Monday-Friday, 09:00 -17:00 Eastern Time (ET)

Responsibilities:

Own and manage issues and see problems throughout resolution
Research, diagnose, troubleshoot, and identify solutions to resolve issues, keeping a positive and can-do attitude
Work directly with Tier 3, R&D, QA, and Product Management on issues upon full resolutions
Be a focal point for the customers' needs and become a trusted advisor with them by deeply understanding their business and aligning their needs with our solutions
Ongoing assistance to customers with onboarding new accounts
Monitor customers' status and identify both areas of concern and growth opportunities
Be a part of building and expanding the companys Global Support Services