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We are looking for an experienced Head of Customer Experience to join us!

This is a full-time and onsite (hybrid-remote) role at our Tel Aviv office.
We seek a highly motivated and experienced Head of Customer Experience to join our dynamic team. In this role, As the Head of Customer Experience, you will be responsible for leading and shaping our company's customer experience strategy to ensure the highest level of satisfaction and loyalty among our customers. You will lead a team dedicated to delivering exceptional customer service across all touchpoints, driving continuous improvement initiatives, and championing the voice of the customer throughout the organization.

The ideal candidate has to be a people person - a relationship wizard with analytical skills. The ideal candidate will work closely with cross-functional teams, including Sales, Product, and Support, to align customer goals with our company objectives.

Key Responsibilities:

Develop and execute a comprehensive customer experience strategy aligning with the company's goals and objectives.
Lead and mentor a team of customer experience professionals, providing guidance, support, and development opportunities.
Define and implement best practices for customer service delivery, including processes, systems, and performance metrics.
Collaborate cross-functionally with marketing, product development, and operations departments to drive customer-centric initiatives and improvements.
Monitor and analyze customer feedback, satisfaction metrics, and market trends to identify areas for improvement and innovation.
Champion the voice of the customer within the organization, advocating for their needs and preferences in decision-making processes.
Establish and maintain strong relationships with key stakeholders, including executive leadership, to gain buy-in and support for customer experience initiatives.
Drive a culture of customer-centricity and continuous improvement throughout the organization, fostering a mindset of empathy and accountability.
Manage a group of ~40 employees.

We are looking for a passionate and experienced Senior Operational Excellence to join our team and spearhead strategic initiatives within our customer support.
As a key member of our organization, you will be pivotal in driving efficiency, reducing costs, and enhancing revenue generation through meticulous project management and strategic planning.
As a Senior Operational Excellence, you will lead cross-functional projects to continue improving customer satisfaction, optimizing efficiency, streamlining processes, and driving organizational growth. You will be responsible for developing and implementing strategic plans aligned with our company's overarching objectives.
In this role, you will collaborate closely with our CS team, contributing to the development and execution of our customer service strategy. Our ideal candidate is motivated by learning about our customers and business needs and proactively seeking new initiatives.
Responsibilities:
Developing Strategic Plans: Lead the development and implementation of strategic plans for the CS and operations departments that are aligned with overall company objectives.
Work Plan Management: Create and manage teamwork plans, ensuring alignment with strategic goals and efficient resource utilization.
Project Leadership: Lead cross-organization projects to improve operational efficiency, reduce costs, and increase revenue generation.
Cost Reduction and Revenue Enhancement: Identify opportunities for cost reduction within CS,
Budget Management: Build and manage budgets, ensuring the allocation of resources is in line with strategic priorities.
Process Improvement: Develop and implement process improvement initiatives to optimize efficiency and effectiveness across all functions.
Policy Development: Define and implement policies and procedures to ensure compliance, mitigate risks, and drive operational excellence.

what you'll do:

-manage 10-15 representatives on a personal and professional level.
-conduct daily/monthly data analysis and examine employees' work to comply with departmental kpis.
-lead team members to the goals, working independently and collaboratively.
-provide regular feedback and build routines to maintain team members' professionalism.
-ensure employee satisfaction by identifying and highlighting their uniqueness.
-connect the team to the goals and strategy of the company.
-build internal departmental work processes, taking initiative and a critical approach to existing processes for continuous improvement.