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Introducing
Welcome to where innovation meets expertise. We're not just another startup; we're a dynamic and rapidly expanding company driven by seasoned leaders in the world of fintech and Ecommerce. Our passionate team is on a mission to tackle one of the most pressing issues plaguing online businesses today: chargeback fraud.
This insidious menace all too often results in substantial losses, both in revenue and profits. Join us on our journey as we revolutionize the fight against chargeback fraud.
Who We're Looking For - The Dream Maker
We're hiring a Global Customer Support/Experience (SaaS B2B) Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of experience / support agents, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud. Your Arena: Manage and lead an offshore team of customer experience/support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
* Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower our end-users. Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed. Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement. Review and monitor requests to create and promote data -based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
* Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the companys growth. Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards. Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively. Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.

We are looking for a Customer Solution Engineer.
The Solutions Engineer role in the Customer org is a unique hybrid of engineering, consulting and customer-facing responsibilities. It requires an understanding of our clients marketing goals and tailoring solutions to achieve those goals.
The products with our client's internal systems and 3rd parties systems. He/She will be responsible for interacting with clients partners, and internal teams including Customer Success, Data Science, Professional Services, Product and R&D to ensure that clients have the solutions needed to successfully work with the platform.
The ideal candidate is highly detail-oriented with a hands-on approach, tech-savvy, and organized. They possess excellent communication and customer-facing skills and have a passion for excellence, innovation, and success. They thrive on investigating and troubleshooting technical issues, using their problem-solving abilities to find solutions.
This is not a behind the scenes role. Once trained on the platform and tools, the Customer Solutions Engineer will quickly start working directly on client projects and collaborating with our cross-functional teams, leveraging the teams best practices.
Responsibilities:
Analyze current technologies used within the company to provide optimal solutions based on the client's needs
Propose and establish a framework for necessary contributions from various departments
Work closely with internal team (Product, R&D) to design the solution based on requirements
Account for possible project challenges on constraints including, risks, time, resources and scope
Work closely with project management teams to successfully monitor the progress of implementations
Provide detailed specifications for proposed solutions
Analyze, debug, troubleshoot and proactively drive forward solutions
Master products and technologies in the domain of data integration, real-time event streaming and cloud solutions
Be the technical focal point for the entire Customer Success org
Lead calls with clients to understand their technical and business needs
Work with partners to analyze, define, and own the tech integrations to serve multiple clients

We're looking for an experienced Technical Support Team Lead to grow our support team responsible for one of our most critical platforms. This platform powers secure financial features used daily by millions of customers. Your team will handle escalations, investigate production issues, and work closely with engineering and product to keep systems running smoothly. You'll define support workflows, lead incident response, and dive deep into infrastructure to solve complex problems. This is a hands-on technical leadership role for someone who excels in high-ownership environments and knows how to balance immediate response with long-term improvements. What will you do?

Lead a team providing Tier 24 technical support for internal and platform-facing services.
Define support processes and escalation paths that allow the team to operate quickly and efficiently.
Collaborate with product, engineering, and support teams to troubleshoot and resolve incidents.
Act as the first point of contact during outagesevaluate impact, coordinate the response, and ensure fixes are completed.
Develop tools and dashboards to enhance visibility into system health and performance.
Review incoming issues, prioritize them, and ensure prompt responses.
Guide escalations to the right teams and provide support where needed.
Use automation and monitoring tools to detect and address issues before they affect customers.
Run post-incident reviews to improve incident detection and handling.
Help prepare systems and teams for new feature launches by setting the right monitoring and alerting.

As a company that advocates a customer-first approach, we're known for our professional Success team and are hiring a Solution Expert.
As a Solution Expert you will act as the technical trusted advisor for the customer and be responsible for building the solution and leading the onboarding process through implementation, configuration, and integrations.
You will also be responsible for configuring the software, answering questions, leading technical sessions and ensuring the client is satisfied with the solution. You'll work closely with Customer Success, Support, and Product teams, and will be the go-to person for any technical solutions. It's a great opportunity for those who are thrilled by the combination of customer-facing and technical and logical processes!

We are looking for a Solution Expert Team Lead- Billing
As the Solution Expert Team Lead, you will play a pivotal role in both leading a team and staying hands-on with customers and solutions. You will serve as a senior trusted technical advisor, responsible for managing high-impact customer implementations while guiding and mentoring a team of Solution Experts. This role blends project ownership, technical implementation, team leadership, and customer interaction.
Youll be expected to:
Oversee and manage onboarding projects from kickoff to delivery, ensuring scope, timeline, and quality goals are met.
Lead and support a team of Solution Experts in their day-to-day tasks, providing guidance, coaching, and technical escalation support.
Act as the primary technical contact for complex onboarding projects, including hands-on solution configuration, integrations, and client workshops.
Collaborate with internal teams (Product, Support, Customer Success) to continuously improve delivery methodologies and cross-team processes.
Report on team performance, project timelines, and customer satisfaction metrics to leadership.
This is a great opportunity for someone who thrives in a hybrid rolebalancing leadership and strategy with hands-on delivery and direct customer impact.

We are seeking a hands-on, customer-focused Technical Support Team Lead to manage and scale our Tier 12 support operations. You will lead a team of support engineers, drive operational excellence, and serve as the escalation point for complex issues. This role is critical to ensuring Shields customers receive timely, high-quality support across our SaaS platform.

What youll do:
Lead and mentor a team of technical support engineers based in Israel and Portugal, ensuring SLA adherence and high customer satisfaction.
Serve as the first escalation point for complex technical issues, coordinating with Tier 3, R&D, and DevOps as needed.
Oversee incident triage, classification, and resolution using Zendesk and internal tools.
Maintain and improve support workflows, including ticket hygiene, backlog management, and knowledge base usage.
Collaborate with Product, Engineering, and Customer Success to escalate bugs, prioritize fixes, and improve product usability.
Monitor support KPIs and generate reports to identify trends, gaps, and opportunities for improvement.
Participate in hiring, onboarding, and training of new support team members.
Contribute to the development of internal SLAs and support playbooks.

We are looking for a Manager, Support located in Tel Aviv to become a key member of our global support leadership team. This role includes responsibility for the EMEA Testim Support organization, who are engaged in assisting customers and partners in technical issue identification and resolution. The support organization specializes in high-end, enterprise level support of customers or partners with advanced support needs.

The Manager, Support will oversee staff schedules for omnichannel coverage and individual as well as group training sessions. They will conduct quarterly 1:1 and team meetings to evaluate individual and team performance and will facilitate development of proficiency in both technical skills and general customer service skills.

Primary duties:
Deliver superior level service to end user customers and act as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
Participate regularly in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
Conduct regular team meetings and performance discussions with support engineers.
Interact with regional and corporate management on matters between functional areas or customers and the company.
Track, monitor and report on department operations, and closely manage critical customer accounts to develop path to issue resolution.
Perform monitoring to ensure that support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.
Assign and manage projects based on new product releases, call related issues and/or training needs within the organization. Track projects and initiate documentation based on project successes.

We're hiring a Global Customer Support/Experience (SaaS B2B) Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of experience / support agents, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud.

Your Arena:
Manage and lead an offshore team of customer experience/support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower our end-users.
Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed.
Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement.
Review and monitor requests to create and promote data-based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the companys growth.
Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively.
Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.