דרושים » שירות לקוחות » Customer Support Operations Manager

We are seeking a strategic, data-driven Senior Customer Support Operations Manager to lead operational performance and strategic planning for our global support organization. In this role, you will be the "Command Center" for our operations, responsible for ensuring our 24/7 global engine-spanning BPO and In-house teams-runs at maximum efficiency. Your leadership will directly impact our ability to meet SLAs and leverage technology to optimize our workforce.
What am I going to do?
What am I going to do?
Leadership & Real-Time Strategy: Directly manage and mentor the Shift Managers and WFM functions to ensure 24/7 operational excellence and execution quality.
Global WFM & Forecasting: Own the global staffing model, capacity planning, and forecasting for both BPOand In-house teams to meet SLAs while maintaining budget efficiency.
Operational Performance & Strategy: Analyze high-level support data (SLA, AHT, Cost per ticket) to identify trends, bottlenecks, and strategic opportunities for improvement.
BPO Performance Management: Serve as the operational focal point for our BPO partners, ensuring they meet staffing commitments, discipline, and performance targets.
AI & Efficiency Roadmap: Zendesk Admin for CS and Partner with leadership to define operational priorities and decide where to implement automation and AI based on volume trends and data insights.
Incident Management: Act as the final operational point of contact during high-impact events, outages, or critical escalations, leading the mitigation process.

Requied Customer Enablement Team Lead
About the Role
The Customer Excellence group is the operational backbone of the Customer Organization. Our mission is to build the strategies, tools, and processes that allow us to deliver and scale world-class customer experiences. We are looking for a Customer Enablement Team Lead to own the execution of these programs and drive high-performance standards across our global teams.
This is a high-impact, player-coach role. You will lead a small team of specialists while remaining a hands-on contributor, directly owning the enablement framework for our Customer Office functions (including Customer Success and Ops teams).
You will bridge the gap between Product, GTM, CS, and Delivery, ensuring our teams dont just have the tools, but have mastered the skills & routines that drive customer value.
What Youll Do:
Strategy & Gap Analysis: Develop and implement a global enablement strategy that aligns with the Customer Organization roadmap and growth targets.
You will partner with CS and Ops leaders to conduct deep-dive needs analyses, identify skill gaps, and prioritize the delivery of customer-facing skills, process optimization, and product knowledge.
Team Leadership & Operational Excellence: Lead, mentor, and coach a team of Individual Contributors (ICs) while defining the "gold standard" for execution. You will be responsible for building and scaling best-in-class methodologies and internal frameworks that ensure consistent, high-quality output across all enablement workstreams.
Process Design & Optimization: Continuously review and optimize operational workflows to improve efficiency, from defining internal protocols with our Technical Produce team to redesigning CS engagement frameworks and CRM hygiene.
Enablement Delivery: Develop a wide range of materials, including playbooks, training kits, demo flows, technical guides, and certifications for internal and external audiences.
Operational Monitoring (PMO): Establish quality control routines and reporting mechanisms to track enablement ROI, skill gaps, and process utilization across the group.
Cross-Functional Alignment: Act as a strategic bridge across GTM, Product, CS, and Delivery teams. Partner closely with RevOps & Data Teams to synchronize enablement efforts with system updates and maintain a consistent approach to the customer experience.
Feature & Pilot Facilitation: Partner with Product & Technical Product to ensure the smooth rollout of new features, ensuring adoption runs smoothly and feedback is effectively synthesized.

We are looking for an Onboarding Manager to own and scale the onboarding experience across both SMB and Enterprise customers. This is a highly customer-facing role that combines project management, customer consulting, operational excellence, and technical problem-solving. You will be responsible for guiding customers from contract signature to successful activation, ensuring they reach value quickly and confidently. You will lead onboarding engagements for Enterprise customers, support complex SMB implementations, and proactively drive onboarding completion across our broader customer base. You'll work closely with Customer Success, Sales, Product, Support, and our Onboarding Manager to deliver a seamless customer experience and continuously improve our onboarding processes. Your Arena - Know your impact ?? Enterprise Customer Onboarding
* Lead onboarding and implementation projects for Enterprise customers.
* Serve as the primary point of contact throughout the onboarding journey.
* Manage onboarding plans, timelines, risks, dependencies, and stakeholder communication.
* Ensure customers successfully reach onboarding completion and first value. Complex SMB Implementations
* Support SMB customers requiring additional guidance or technical assistance.
* Act as an escalation point for onboarding-related challenges and blockers. Customer Activation & Onboarding Completion
* Proactively monitor onboarding progress across active accounts.
* Drive customers toward onboarding completion and activation milestones.
* Reduce onboarding drop-off and improve onboarding completion rates. Onboarding Operations & Process Improvement
* Continuously improve onboarding workflows, playbooks, and customer communications.
* Identify opportunities for automation and operational efficiencies.
* Increase visibility into onboarding status, risks, and bottlenecks. Cross-Functional Collaboration
* Partner closely with Customer Success, Sales, Product, and Support teams.
* Work alongside our Onboarding Specialist to ensure smooth execution and operational excellence.
* Surface onboarding friction points and implementation challenges to internal stakeholders. Industry & Domain Expertise
* Develop expertise across Chargeflow's PSP ecosystem, including Stripe, Shopify Payments, PayPal, Adyen, and other payment providers.
* Understand dispute management best practices across different merchant verticals and business models.
* Act as a trusted advisor during onboarding by helping customers adopt industry best practices.

We are looking for an exceptional Customer Success Manager to join our growing team. In this role, you will own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of the platform, increasing adoption across a variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction.

In this role, you will also be responsible to:
Develop a strong command of our unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, Orchestration, and AI, our customer use cases and success stories, and our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap.

Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support revenue expansion. Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives.

Develop and maintain engagement with senior customer executives to understand their strategic objectives and position for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc.

Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via our product and services. Develop and drive programs to increase product usage within the current (landed) group and expand it to other business groups/functions.

Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors that outline progress with our mapped to their business initiatives, value, deployment plans, etc.

Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders.

Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.

Serve as the primary escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues.

Develop trusted, collaborative relationships with internal stakeholders and business partners, and champion customers internally to mitigate risk, improve the customer experience, drive value outcomes, and unlock growth.

Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirements.

Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency.

Run hackathons and bootcamps to drive product adoption and consumption.

Actively engage in sales activities to drive revenue growth and customer expansion.

Were looking for a Director of Customer Success Operations to own and scale our post-sales operating engine. This is a pure CS Operations role-focused on process, systems, data, and execution.
You will not manage customer accounts and this is not a Revenue Operations position.
Youll partner closely with CS leadership to translate strategy into scalable workflows, tooling, metrics, and automation for our Customer Success and Support teams.
Key Responsibilities:
Own the end-to-end post-sales operating model (onboarding, adoption, support, renewals).
Build, standardize, and enforce CS playbooks, processes, and SLAs.
Own customer health scoring, churn risk signals, renewal forecasting, and CS dashboards.
Work hands-on with the CS tech stack (Salesforce + CS tools such as Totango / Gainsight / Gong).
Implement automation and AI-driven workflows to improve efficiency and scale.
Ensure process compliance, data quality, and consistent execution across CS and Support.
Drive continuous improvements in retention, CSAT, productivity, and cost-to-serve.

We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The Head of Customer Experience Strategy & Enablement position is not just about managing current operations, but about architecting a technology-driven organization that anticipates the needs of 2027 and beyond. You will oversee the evolution of customer support through the lens of AI integration while maintaining the high-touch, critical care required for complex medical and travel cases.

Responsibilities
Innovative Strategy: Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.
Operational Excellence: Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.
Complex Logistics Management: Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.
Cross-Functional Collaboration: Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.
Tooling & Discipline: Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.

our company is a trusted name in advanced tracking, identification, and security solutions since 1988. We deliver multi-disciplinary solutions that combine hardware, software, communications, and cloud-based platforms in the fields of secure identity, public safety, and smart monitoring.
We are looking for a highly motivated, collaborative, and customer-focused Program Manager to join our IoT division and lead customer programs end-to-end. This role is responsible for managing global customer accounts, ensuring successful delivery, and maintaining high levels of customer satisfaction across complex, multidisciplinary solutions.
Responsibilities:
* Oversee customer accounts end-to-end, from the onboarding stage through maintenance.
* Act as the primary point of contact and advocate for customer needs.
* Manage existing accounts and new projects, ensuring customer satisfaction and successful delivery by monitoring key performance indicators (KPIs)
* Build and maintain strong relationships with international customers through regular check-ins, ensuring their needs are met and identifying areas for improvement.
* Manage multiple stakeholders, including government customers
* Use project planning tools and CRM software to monitor and track project progress.
* Handle all operational aspects of accounts, including billing, logistics, and partners coordination.
* Collaborate with internal teams to ensure smooth project execution and customer support.
* Provide Technical Support and knowledge as required.
* Prepare and present reports on account status and project progress.
* Develop and deliver training programs to educate customers on product usage and best practices.
* Lead implementation efforts for new customers, ensuring smooth transitions and successful adoption of our solutions.

we are seeking its first Customer Success Manager to establish, lead, and scale the Customer Success function.This is a unique opportunity to build the Customer Success discipline from the ground up - defining processes, methodologies, and customer engagement models - while working directly with strategic customers.You will initially operate as an individual contributor, owning key customer relationships end-to-end, while laying the foundation for a global Customer Success organization. Over time, you will play a central role in hiring, structuring, and leading the Customer Success team as it grows.
This role requires a combination of strategic thinking, operational execution, and strong customer-facing capabilities in a fast-paced cybersecurity environment. You will serve as a strategic advisor and primary point of contact for customers, driving adoption, ensuring satisfaction, and helping customers achieve their business and security objectives. You will work cross-functionally with Sales, Product, Support, and MDR teams to advocate for customers and continuously improve their experience.

We are looking for a highly skilled and relationship-driven Junior Partner Technical Account Manager (TAM) to serve as the dedicated technical liaison for our premier Israeli partner, Consist.

What You'll Do

Sole Technical Point of Contact: Serve as the exclusive technical escalation point and strategic advisor for the Consist team, managing all complex issues, technical inquiries, and high-priority roadblocks.
Master of Customer Infrastructure: Develop a comprehensive understanding of the diverse architectures, IT environments, and unique business needs across Consists portfolio of 500+ end-customers.
Internal Advocacy & Prioritization: Serve as the voice of Consist and their customers . Liaise directly with our R&D and Product teams to push for faster prioritization of critical bug fixes, escalate pressing issues, and champion necessary feature requests.
Implementation & Best Practices: Guide the Consist team on best practices for Spaces and Copilot implementations. Proactively identify ways to optimize configurations, streamline deployments, and ensure their customers are extracting maximum value from our platform.
Strategic Engagements: Conduct regular syncs and technical workshops with the Consist team. Additionally, participate in joint meetings alongside Consist with their key end-customers to provide high-level architectural guidance and executive technical support.
Enablement & Knowledge Transfer: Empower Consist's L1 support and technical teams by sharing advanced troubleshooting techniques, product updates, and roadmap insights to help them serve their customers more effectively.

Were looking for a customer-focused and technically skilled Technical Account Manager (TAM) to join our Global Support team. In this highly visible role, youll serve as the trusted technical advisor and primary support contact for some of most strategic customers, helping drive customer satisfaction, retention, and long-term success.

As a Technical Account Manager, you will own the technical relationship with a portfolio of key enterprise accounts, providing proactive support, strategic guidance, and escalation management.

*The role may require occasional Friday and Saturday shifts, based on business needs.

Your key responsibilities will include:

Serve as the primary technical contact for strategic customers, building strong relationships and deep knowledge of their business, deployments, and integrations.
Conduct regular account reviews, maintain accurate documentation, and ensure alignment with customer SLAs and operational requirements.
Proactively monitor support trends, identify recurring issues, communicate product updates and risks, and lead Root Cause Analysis (RCA) activities following major incidents.
Own and drive the resolution of escalated and high-priority issues, coordinating across Support, R&D, Product, and other internal teams to ensure timely outcomes and clear customer communication.
Partner closely with Customer Success, Product Management, R&D, and Account Management teams to advocate for customer needs and support strategic initiatives.
Prepare and deliver Quarterly Business Reviews (QBRs), provide performance reporting against KPIs and SLAs, and identify customer risks and growth opportunities.