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The Global Support Manager will be based at our Israel offices, responsible for leading the entire global support operation. This vital role involves managing operational excellence, optimizing support processes, and driving a customer-first culture to ensure outstanding service delivery. The ideal candidate is a proactive leader, able to engage cross-functional teams, senior management, and customers with clear communication and strategic focus.
Responsibilities:

* Lead and manage the global support operation, overseeing cross-regional teams to ensure efficient and unified service delivery
*  Develop and continuously improve support processes, SLAs, and KPIs aligned with company goals and customer expectations
*  Collaborate closely with Product, DevOps, and Engineering teams to resolve escalations and enhance the customer experience
*  Oversee team performance, provide coaching, and manage recruitment, training, and development to maintain high operational standards
*  Drive customer satisfaction by ensuring fast and effective issue resolution, and proactive communication with key clients
*  Prepare and deliver detailed reports on support metrics and trends to senior leadership
*  Establish and maintain strong relationships with customers, internal stakeholders, and support teams worldwide
*  Manage talent acquisition and onboarding of support personnel to scale global operations