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Required Customer Support Representative
What you'll do:
Respond to operational support requests from affiliate managers and IBs across regulated iGaming and Finance clients, by chat, email, and scheduled call.
Investigate platform questions end to end. Reproduce the issue, identify the root cause, and either resolve it or hand off cleanly to the Integration Engineering team.
Maintain and improve internal knowledge base entries based on the questions clients actually ask.
Partner with Account Managers to keep them informed of any client signal worth escalating, before it becomes a retention conversation.
Surface recurring product friction to the Product team with the evidence to make it actionable.

our company leads the category of Social Video Intelligence, giving global brands the power to see, understand, and control the life of their brand on Social Video.
We are a Tel Aviv-based startup looking for our first US-based Customer Success Manager to help our enterprise B2B customers get the most out of our platform. As our first Customer Success hire in the US, you'll play a key role in building long-term customer relationships and supporting our continued growth in the market.
What you will do:
Ensure customers fully leverage our products features for maximum impact.
Hold periodic check-ins and training sessions to drive adoption and usage.
Analyze customer data to identify opportunities for service growth.
Provide guidance on best practices and product use cases.
Communicate client requirements to internal teams and collaborate to ensure seamless experiences and continuous improvement.

we are the global innovator and leading solutions provider of end-to-end wireless connectivity, specializing in transport, access, and AI-powered managed & professional services. Through our commitment to excellence, we empower customers to elevate operational efficiency and enrich the quality of experience for their end users.
Our customers include service providers, utilities, public safety organizations, government agencies, energy companies, and more, who rely on our wireless expertise and cutting-edge solutions for 5G & 4G broadband wireless connectivity, mission-critical services, and an array of applications that harness our ultra-high reliability and speed. our company solutions are deployed by more than 600 service providers, as well as more than 1,600 private network owners, in more than 130 countries.
Through our innovative, end-to-end solutions, covering hardware, software, and managed & professional services, we enable our customers to embrace the future of wireless technology with confidence, shaping the next generation of connectivity and service delivery.
our company delivers extremely reliable, fast to deploy, high-capacity wireless solutions for a wide range of communication network use cases, optimized to lower TCO through minimal use of spectrum, power, real estate, and labor resources - driving simple, quick, and cost-effective network modernization and positioning our company as a leading solutions provider for the connectivity everywhere era.
What Will You Do as Part of The Role?
As a Customer Support Expert, you will be part of our companys leading technical group within the Global Support department, collaborating with our customers and global teams. You will play a key role in ensuring the success of our customers by providing advanced technical support and sharing your expertise across the organization.
Deliver Tier 3 technical support for advanced telecommunications and networking hardware and software to global customers and internal teams.
Troubleshoot, analyze, and resolve complex issues in customer networks, ensuring minimal disruption and high satisfaction.
Collaborate with internal and external technical teams throughout all project phases: presales, design, implementation, and operations.
Train and mentor our companys global technical teams to enhance their knowledge and capabilities.
Travel internationally (approx. 25%) to support customers on-site and facilitate knowledge sharing.

The head of Customer Experience is responsible for the global post-sales customer experience strategy and execution. The role owns worldwide technical support, customer escalation management, service readiness, technical training, knowledge management, customer satisfaction, and operational excellence programs.
He ensures customers receive consistent, high-quality support throughout the entire lifecycle of our company solutions while driving improvements in customer satisfaction, product quality feedback, and operational efficiency.
The position is in Israel
Roles and Responsibilities:
1. Global Customer Support Leadership
Lead worldwide support operations.
Ensure SLAs and contractual commitments are achieved.
Drive case resolution effectiveness and quality.
Manage critical customer escalations.
Establish global support operating models.
Optimize support coverage and resource allocation.
2. Customer Experience Strategy
Define and execute our company's Customer Experience strategy.
Improve customer satisfaction.
Lead Voice-of-Customer programs.
Own NPS, CSAT and relationship survey initiatives.
Drive executive customer engagement plans.
3. Training & Enablement
Establish global technical training strategy.
Develop partners certification programs.
Provide service readiness programs for new products.
Ensure support engineers maintain industry-leading technical expertise.
Expand digital learning and self-service capabilities.
4. Operational Excellence
Define global support KPIs.
Drive automation and AI initiatives for support and training operations.
Improve case handling efficiency.
Standardize global support processes.
Reduce Mean Time to Resolution (MTTR).
Improve First Time Resolution Rate.
5. Escalation & Crisis Management
Own executive-level customer escalations.
Coordinate cross-functional recovery plans.
Lead service review governance.
Ensure timely communication during critical incidents.
6. Product & Quality Feedback Loop
Create structured feedback mechanisms between customers PLM and R&D.
Identify recurring product issues.
Drive corrective action programs.
Partner with Engineering and Quality organizations on systemic improvement.

We are expanding our Customer Support Engineering squad with a key hire who will be essential in driving the accessibility success of our enterprise partners.

In this role, you'll engage directly with customers to untangle deep technical challenges within our tools and adjacent tech stacks. You will take ownership of your ticket queue-reproducing complex issues, documenting bugs, and implementing creative workarounds-while also monitoring self-service channels and building out our internal knowledge base. This is your opportunity to collaborate with Product, Engineering, and Sales to shape our roadmap and ensure our users thrive.

You'll be part of a highly skilled, innovative group of support experts and technical account managers who are truly motivated by our mission and the fast-paced nature of the accessibility domain.

Your Impact

Provide expert technical support to our enterprise customers, resolving complex issues and ensuring smooth implementation of our accessibility tools via tickets and occasional meetings.
Manage a personal queue of support tickets, prioritizing by urgency and business impact.
Reproduce customer issues, devise and implement workarounds, and file well-documented bugs.
Educate and empower customers by creating code and framework examples and documentation.
Collaborate with Engineering and Product to escalate bugs and customer-requested feature enhancements.
Contribute to internal knowledge bases and processes, streamlining support workflows and improving team efficiency.

Joining our TAM organization, you will spearhead a first-of-its-kind digital engagement tier at Evinced - a scaled, digital-touch model built to ensure the long-term success of our customers.

This is a hands-on, customer-facing position that blends technical expertise with strong relationship management.

Youll serve as a trusted technical advisor - blending proactive account health and usage monitoring with hands-on support for customer implementations and optimization of our accessibility solutions. Youll onboard & guide customers through complex technical challenges, help them maximize the value of our products, and influence product direction through real-world customer feedback.

You'll be joining a team of highly skilled technical professionals passionate about solving hard problems and making a meaningful impact.

Your Impact

Own the health of a large portfolio of customers in a (mostly) digital engagement model, making sure product usage is healthy and customers are happy and getting the best of our value.
Proactively monitor account-health signals (usage, adoption, tenant health) and raise flags on churn risk early.
Run scaled engagement: one-to-many communications, targeted check-ins, schedule user interviews, and self-service resources.
Drive adoption and time-to-value across your book through proper onboarding and enablement.
Own a portion of the support tickets for your customers, resolving what you can and escalating cleanly, both to deepen your technical knowledge, understand customers' pain, and to relieve load on the Support team.
Partner with TAMs, Account Executives, Support, Engineering and Product to surface at-risk accounts and hand off expansion signals to the Account Executives.
Help build the digital engagement playbook, templates and knowledge content as the tier is created from scratch.