לוח משרות דרושים Help Desk - תוכנה במרכז

Are you an ambitious and enthusiastic customer service professional seeking a challenging and rewarding role? Does working for one of Europes fastest growing companies excite you? If so, then we would love to chat!
Role Background
Due to our increased growth, we're looking for a Remote Support Group Manager to join our fast growing Customer Support Department across Israel. Wolts Headquarters is located in Tel-Aviv, however, the position can be fulfilled remotely with frequent visits to interact and mentor team members across the country.
As the remote workforce leader of Support, you will be reporting directly to the Head of Support and youll be managing complex operations and processes in a hyper growing department and organization. Youll be directly managing remote Group Leaders as well as Associates and you will be responsible for the performance of dozens remote of employees. You will be tasked with establishing a work-plan for hiring, training, mentoring and improving the performance of remote support associates as well as scaling the team from dozens to hundreds of employees.
As the Remote Support Group Manager, you will be part of the Support leadership team and directly responsible for hitting Supports workforce main KPIs: Quality - Retention post interaction + CSAT, Productivity - Tickets per hour as well as meeting our operating budget goals.
In our Support team life moves fast and there is no typical day, so in order to be successful in this role you will need to be self-motivated, confident, and very creative, be a proactive independent thinker and possess unique leadership skills.

We are looking for a talented Escalation Leader to join our Customer Experience team.
Step into our world, where advanced technologies take center stage, transforming the online trading experience.
With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.
Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.
We offer an excellent work environment where you will be challenged and encouraged to grow professionally.
In this role you will:
Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to technical Support with escalation and de-escalation of customer issues
Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
Be the professional mentor of the global technical support team and encroach the technical knowledge of all members
Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
Define and implement methods, procedures, tools, and policies to meet the teams technical knowledge and ensure high-quality service is delivered to customers.
Act as the highest escalation point of technical issues and events
Effectively act as the funnels between technical support team and R&D to assist with the prioritization of production issues.