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Guideline Group (traded on the Tel Aviv stock exchange) is a leading, well-established, company in Israel for providing technological solutions in FinTech, Invest Tech, Legal Tech, and Business Tech (BT). We are looking for a strategic and hands-on Head of Product to lead our LegalTech product domain and shape the future of AI-driven legal solutions. In this role, you will own the end-to-end product vision-from defining strategy and product-market fit to leading execution and delivering measurable business impact. This is a high-impact leadership role for someone who thrives at the intersection of technology, business, and user experience. Responsibilities:
* Define and drive the product strategy, ensuring alignment with company goals, market dynamics, and emerging trends in AI and LegalTech.
* Lead continuous market research and discovery efforts-deeply understand customer needs, competitive landscape, and opportunities for differentiation.
* Build and prioritize a clear, outcome-driven product roadmap based on business impact, user value, and strategic priorities.
* Lead cross-functional teams (R&D, Design, Data) through the full product lifecycle, ensuring high-quality and timely delivery by applying agile best practices.
* Champion a data-driven, user-first mindset-leveraging analytics, usability testing, and customer feedback to continuously improve engagement and retention.
* Partner closely with executive leadership, align cross-functional stakeholders, and build strong collaboration across the organization.
* Ensure all products meet legal, regulatory, and data privacy requirements relevant to the LegalTech domain.

We are looking for an experienced and hands-on Technical Support & Customer Service Manager to lead and scale our support operations in a growing B2B SaaS fintech environment. This role combines team leadership, operational excellence, customer experience ownership, and cross-functional collaboration with Product, R&D, Domain, and Customer Success teams. The ideal candidate is highly process-oriented, customer-centric, technically capable, and experienced in managing support operations within fast-paced product companies. Key Responsibilities:
* Lead and manage the Technical Support & Customer Service team
* Build and improve support processes, workflows, SLAs, and escalation management
* Monitor KPIs, customer satisfaction, ticket queues, and operational performance
* Collaborate closely with Product, R&D, Domain, CSM, and Sales teams
* Own support readiness for product releases and major product changes
* Drive continuous improvement initiatives and service excellence standards
* Improve knowledge management, documentation, and internal enablement processes
* Support system optimization and automation initiatives across support operations
* Handle escalated and sensitive customer cases with professionalism and ownership