We're looking for an experienced Customer Service Manager to join and take ownership of the customer service team.
You will be responsible for managing and professionally leading our outsourced customer service center, building and improving service processes, setting service standards and KPIs, and ensuring a high and consistent level of service across the customer journey.
This is a hands-on role with broad responsibility, ideal for someone who understands customer service deeply, is comfortable working with multiple stakeholders and external vendors, and knows how to build practical processes and solutions in a fast-paced, marketing-driven environment.
📍Ramat HaHayal, Tel Aviv
🏠 Full-time position with an on-site work model
What you'll do:
Take ownership of customer service team, manage, monitor and professionally lead an outsourced customer service center
Build, implement and improve service processes, procedures, quality controls and KPIs
Own service targets and ensure fast response times and agreed SLAs
Adapt the service operation to a high volume of campaigns, marketing initiatives and ongoing content activity
Work closely with Credit, Loyalty Programs, Marketing, Digital, Operations, Technology and external vendors
Build and implement knowledge management solutions to improve service quality, consistency and response times
Implement advanced AI tools to improve customer experience and streamline service operations
Identify pain points, gaps and opportunities for improvement, and drive practical solutions
Requirements: Proven experience managing customer service centers, customer service operations and/or customer experience
Experience in customer service within consumer clubs, loyalty programs and/or credit card companies
Experience working with an outsourced customer service center or external service provider
Experience building service processes, procedures, KPIs and quality controls
Hands-on experience implementing and working with advanced AI tools
Strong analytical, organizational and problem-solving skills
Ability to work in a fast-paced environment with multiple stakeholders and priorities
Strong customer service orientation and high service standards
Excellent communication and interpersonal skills, with strong attention to detail and the ability to see the bigger picture
Experience with knowledge management systems - advantage
This position is open to all candidates.