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This role is central to driving operational excellence across the support organization, ensuring teams can deliver fast, high-quality service at scale. It leads the design and continuous improvement of support processes, workflows, and policies, while identifying opportunities for automation and efficiency gains. The position owns performance measurement through KPIs, dashboards, and analytics, translating data into actionable insights that shape strategic decisions. It also partners closely with cross-functional teams to enhance systems, tools, and end-to-end support experiences. With broad ownership and visibility, this role empowers the individual to influence how support operates globally, drive meaningful change, and elevate both customer and Employee Experience through smarter, more scalable operations. The Support Operations Lead will be measured on:
* Improvement in SLA performance
* Reduction in response and resolution times
* Increased support team productivity
* Improvement in CSAT and Customer Experience metrics
* Successful implementation of operational initiatives
* Adoption and effectiveness of support tools and processes Reports To: VP Technical Support
Who You Are:
A highly organized and data -driven Support Operations Lead to drive operational excellence across our customer and Technical Support organization. This role is responsible for optimizing support processes, managing support systems and tools, delivering actionable insights through reporting and analytics, and enabling support teams to operate efficiently at scale. The ideal candidate combines strong operational expertise, analytical skills, project management capabilities, and a passion for improving customer and employee experiences.
What Youll Actually Be Doing:
Support Operations & Process Management
* Design, implement, and continuously improve support processes, workflows, and operational standards.
* Identify inefficiencies and drive automation initiatives to improve productivity and customer satisfaction.
* Drive initiatives to improve service quality, operational efficiency, and Customer Experience.
* Lead operational readiness for new product launches, feature releases, and organizational changes.
* Collaborate with Support Leadership, Product, Engineering, Customer Success, and Business Operations teams.
Performance Management & Analytics
* Define and monitor key support KPIs
* Build dashboards and reports to provide visibility into support performance and trends.
* Analyze operational data and present recommendations to leadership. Systems & Tools Administration
* Own and optimize support platforms such as CRM, ticketing, workforce management, and knowledge management systems.
* Partner with IT, Engineering, Product, and Customer Success teams on system integrations and enhancements.
* Evaluate and implement new technologies, including AI-powered support solutions.

Why Youll Love Working Here:

* Flexible hybrid work model: three days a week at our Jerusalem office
* Monthly wellness reimbursement - from therapy to gel manicure, it's up to you
* Full Keren Hishtalmut, private health and dental insurance
* Volunteer days, donation matching, Yoga and Pilates
* A supportive, collaborative culture that puts our people first