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We're looking for an experienced Customer Service Manager to join and take ownership of the customer service team.
You will be responsible for managing and professionally leading our outsourced customer service center, building and improving service processes, setting service standards and KPIs, and ensuring a high and consistent level of service across the customer journey.
This is a hands-on role with broad responsibility, ideal for someone who understands customer service deeply, is comfortable working with multiple stakeholders and external vendors, and knows how to build practical processes and solutions in a fast-paced, marketing-driven environment.
📍Ramat HaHayal, Tel Aviv
🏠 Full-time position with an on-site work model
What you'll do:
Take ownership of customer service team, manage, monitor and professionally lead an outsourced customer service center
Build, implement and improve service processes, procedures, quality controls and KPIs
Own service targets and ensure fast response times and agreed SLAs
Adapt the service operation to a high volume of campaigns, marketing initiatives and ongoing content activity
Work closely with Credit, Loyalty Programs, Marketing, Digital, Operations, Technology and external vendors
Build and implement knowledge management solutions to improve service quality, consistency and response times
Implement advanced AI tools to improve customer experience and streamline service operations
Identify pain points, gaps and opportunities for improvement, and drive practical solutions

We're looking for an experienced, business-oriented CSM Team Lead to lead our Customer Success team and help our customers maximize the value .

This role combines team leadership with commercial ownership, focusing on customer retention, product adoption, expansion, and revenue growth. You'll be responsible for coaching the team, strengthening customer relationships, reducing churn, and driving business outcomes while working closely with Sales, Product, and Technical Support.

What youll do:

Lead, mentor, and develop a team of Customer Success Managers.
Drive customer adoption, retention, and long-term customer success.
Build strong relationships with Israeli customers and act as the primary escalation point when needed.
Identify upsell and cross-sell opportunities to increase customer value and company revenue.
Develop strategies to reduce churn and improve customer health.
Monitor team performance and Customer Success KPIs, ensuring continuous improvement.
Collaborate closely with Sales, Product, Marketing, and Technical Support to deliver an outstanding customer experience.
Coach team members through regular feedback, training, and professional development.
Improve Customer Success processes, playbooks, and best practices.