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Were a small but growing company looking for a hands-on Support Manager to help keep our support team running smoothly. This role is all about keeping things on track, supporting our team during busy shifts, and ensuring our customers receive the best service possible. If you're a problem-solver who enjoys working closely with a small team, wed love to have you on board! What Youll Be Doing:
* Running the show during your shiftkeeping things organized and making sure our support team is on top of things.
* Helping the team handle customer inquiries and jumping in when complex issues arise.
* Monitoring response times to ensure we meet our service standards.
* leading team members to help them improve and grow.
* Handling any urgent problems that pop up and finding quick solutions.
* Communicating with other teams to ensure smooth workflows.
* Coming up with ideas to improve our processes and customer experience.

The Global Support Manager will be based at our Israel offices, responsible for leading the entire global support operation. This vital role involves managing operational excellence, optimizing support processes, and driving a customer-first culture to ensure outstanding service delivery. The ideal candidate is a proactive leader, able to engage cross-functional teams, senior management, and customers with clear communication and strategic focus.
Responsibilities
Lead and manage the global support operation, overseeing cross-regional teams to ensure efficient and unified service delivery
Develop and continuously improve support processes, SLAs, and KPIs aligned with company goals and customer expectations
Collaborate closely with Product, DevOps, and Engineering teams to resolve escalations and enhance the customer experience
Oversee team performance, provide coaching, and manage recruitment, training, and development to maintain high operational standards
Drive customer satisfaction by ensuring fast and effective issue resolution, and proactive communication with key clients
Prepare and deliver detailed reports on support metrics and trends to senior leadership
Establish and maintain strong relationships with customers, internal stakeholders, and support teams worldwide
Manage talent acquisition and onboarding of support personnel to scale global operations

DRS RADA is a global pioneer for active military protection, counter-drone applications, critical infrastructure protection, and border surveillance. Join Our Team as a RMA Manager at DRS RADA Technologies! Key Responsibilities:
* Manage the Service calls and RMA processes ,systems and tools
* Define and manage Service’s KPI’s
* Coordinate company’s resources for achieving SLA commitments
* Manage sales administration activities

Were looking for an experienced, strategic, and hands-on Head of Support to lead our global customer support organization . You will own all post-sale customer support operations, ensuring every interaction reflects our commitment to excellence, speed, and customer success. Youll be the key link between our customers, the CS organization, product, and development teams ensuring the Voice of the Customer (VOC) is heard and acted upon.

Youll manage a global support team (including team leaders), set the vision, drive the agenda forward, and make sure our support function is a true competitive advantage.

Key Responsibilities

Strategic Leadership

Define and execute the global support strategy aligned with customer experience goals.

Own and improve CSAT, response times, resolution times, and other core support KPIs.

Represent customer needs in product and engineering discussions (VOC).


Operational Excellence

Lead, mentor, and develop the global support team leaders and their teams.

Set clear performance standards and hold the team accountable for results.

Own hiring, onboarding, and performance management for the support function.

Implement scalable processes, tools, and automations to improve efficiency and quality.

Cross-Functional Collaboration

Work closely with Customer Success to ensure seamless handoffs and a unified customer journey.

Partner with Product and Development to escalate, track, and resolve complex customer issues.

Provide structured customer feedback to influence product roadmap and feature prioritization.

Culture & Team Development

Foster a culture of customer obsession, problem-solving, and continuous improvement.

Develop career growth paths for support team members.

Promote collaboration across geographies and time zones.