we are looking for a Support Operations Lead.
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
Requirements: Native-level fluency in both English and Hebrew (written and verbal) - Must
Bachelor's degree in Business Administration, Information Systems, Engineering, or related field- Must
5+ years of experience in Support Operations, Customer Support, Technical Support, Business Operations, or related roles- Must
Experience working with support platforms such as, ServiceNow, Jira Service Management, Monday or similar tools- Must
Strong analytical skills with experience in reporting and dashboard development- Must
Advanced proficiency in data analysis tools- Must
Proven project management experience
Excellent communication and stakeholder management skills
Availability working in some US hours Sunday - Thursdays
Preferred Qualifications:
Experience supporting global support organizations.
Knowledge of automation platforms and AI-driven support solutions.
Familiarity with Power Automate.
This position is open to all candidates.