דרושים » שירות לקוחות » Head of Service

We are seeking an experienced and dynamic Head of Customer Support to join us!

In this role, you will be responsible for managing team leaders and overseeing various operational aspects of our customer service department including working with outsource

You will:
-Lead, mentor, and develop a department of 2 team leads, experts and about 30 Customer Support Specialists to excellent performance

-Define, monitor, and act on key support metrics to drive continuous improvement and ensure our -support team remains one of our most cherished brand assets.

-Deeply understand customer needs and advocate for them, identifying opportunities to enhance satisfaction, retention, and growth.

-Be a hands-on leader, guiding the team through complex customer scenarios and fostering a solutions-oriented culture.

We Are seeking a visionary Head of Customer Experience to architect and drive the scaling of our CX operations. You will be responsible for optimizing and driving the efficiency of our metrics and strategy to support rapid growth. With a deep understanding of customer behavior and how large-scale CX teams operate, youll guide us in delivering exceptional experiences at scale while championing the voice of the customer across the organization. This is a key role for someone ready to shape the future of CX.
Responsibilities
Global Leadership & Team Growth:
Lead, mentor, and develop a high-performing global team of Customer Experience Specialists based in Tel Aviv and Richmond, Virginia.
Set clear goals, foster continuous improvement, and ensure alignment with company objectives.
Be a hands-on leader, guiding the team through complex customer scenarios.
Travel to Richmond offices up to 4x a year to strengthen relationships and ensure seamless team alignment.
Customer Experience Strategy:
Refine and elevate an omni-channel CX strategy that delivers seamless interactions across all touch points.
Optimize workflows to boost efficiency, meet SLAs and department goals.
Collaborate with cross-functional teams, primarily claims experience and product, to ensure a consistent and excellent end-to-end customer journey.
Expansion of Team Expertise and Responsibilities:
Pioneer the expansion of our team's expertise from insurance to comprehensive travel and financial assistance, empowering them to provide end-to-end support across evolving product lines.
Tech & Data-Driven Leadership:
Monitor and act on CX metrics to keep us as the highest-rated travel insurance in the U.S.
Leverage tech and data insights to enhance operations and scale effectively.
Partner with Product and Tech teams to drive innovations and constantly improve customer loyalty.

We are seeking a Head of Customer Experience (CX) to lead and scale our global CX operations across three distinct product lines, spanning B2C and Hotels. This role will be responsible for driving operational excellence, customer satisfaction, and team performance.

The Head of CX role is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state-of-the-art technologies.

Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience a competitive advantage in the hospitality industry, allowing to continue its growth and maintain its leadership position.

Responsibilities:

Overseeing and growing CX operations for 3 different products.
Managing and growing CX operations in multiple locations around the world
Building and maintaining service and support processes and tools
Introducing new channels of communication such as phone support and chat
Establishing processes and best practices for servicing and supporting new products and features as they are rolled out
Meeting KPIs for team performance while scaling the team
Maintaining a high quality of knowledge
Introducing self-service and troubleshooting capabilities for customers
Introducing automation and customer experience technologies and tools.
Recruiting and overseeing team leaders and key personnel
Manage and execute ongoing projects as requested by the CX Management.
Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR

We are seeking an experienced and strategic Relationship Director to lead key client partnerships and oversee a growing team of Relationship Managers responsible for enterprise clients across a variety of verticals.
In this high-impact role, you will take direct ownership of some of our largest and most strategic customers, while also coaching and developing your team to deliver exceptional results. Youll act as a trusted advisor to C-level stakeholders, deeply understand each clients unique business needs, and proactively guide them in leveraging our modular and scalable fintech platform.
Your leadership, industry insight, and commercial drive will be instrumental in shaping the long-term success of your clients and the continued growth of key verticals within our portfolio.
Responsibilities:
Be an expert in e-commerce and payments with direct, relevant experience ideally in card acquiring, APMs, gateway and treasury-related services.
A proven ability to lead and coach a commercial team.
Motivated to build and develop a small team.
Have responsibility for continually raising the standard of the Relationship Managers to become both commercial and payment experts.
Commercially orientated; adept at selling complex, technology-based solutions
Able to quickly form new and meaningful relationships externally and internally.
Highly numeric with an ability to review transaction and commercial data to understand trends and generate business insights and meaningful recommendations.
Comfortable operating in a fast-paced and demanding environment where solutions are not always immediately obvious.
Adept at engaging with and presenting to C-level stakeholders.
Be able to travel with some regularity for customer meetings and industry events.

Were looking for a Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption to the next level.
As a Customer Success Manager, youll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 customers, helping them achieve maximum value from the platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.
* Working Days - Monday to Friday
What You'll Own:
Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
Schedule and prepare Success Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote adoption of the product.
Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the platform, and showing them the Art of the possible.
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for .
Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
Work with the internal Account team and Customer to develop a Success Plan outlining how addresses their immediate/future needs (including metrics for success).
Monitor customer health to reach out to customers before risks escalate and identify remediation options.
Partner with Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

Required CX Operations Specialist
Job description
As our CX Operations Specialist, you'll be responsible for managing and optimizing the tools, processes, and systems that power out customer experience. You'll work closely with the CX Squad Team Lead to manage the customer experience technology stack, automate processes, optimize reporting, and ensure the team meets its KPIs. Your role is crucial in scaling our customer experience operations efficiently.
Responsibilities:
Lead process automation and campaign management
Serve as the Salesforce subject matter expert for the CX team
Optimize tools and reporting systems for maximum efficiency
Track and report on group KPI attainment
Implement and manage customer experience workflows and processes
Design and document standard operating procedures for CX processes
Collaborate with other departments to ensure seamless customer experience) using scale approaches (marketing, AMs, academy, product, and support
Identify and implement opportunities for operational improvements
Responsible for OneVoice outbound effort.

Working together with the team leads to make sure we provide great customer experience to all of our customers: Restaurant and Retail partners, end-users and our Courier Partners

Guide and mentor the team leads in order to improve and reach their KPI's

Share information and provide training on new work procedures and product features.

Improve the hiring process together with our Team Leads and HR team, with a particular focus on well-being, and creating a long-term career path.

Work proactively to identify areas of improvement and identify relevant stakeholders to collaborate with while being able to execute strategically.