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Welcome to Chargeflow Chargeflow is at the forefront of fintech + AI innovation, backed by leading venture capital firms. Our mission is to build a fraud-free global commerce ecosystem by leveraging the newest technology, freeing online businesses to focus on their core ideas and growth. We are building the future, and we need you to help shape it. Before You Apply - A Reality Check This is not a “steady state” role. You will inherit teams at different maturity levels, with varying degrees of structure, clarity, and performance. Some functions are newly formed, others are evolving, and leadership is still hands-on with customers where needed. If you are looking for a polished organization with clearly defined playbooks, this will probably not be a fit. If you thrive in ambiguity, enjoy diagnosing complex systems, and know how to sequence change without breaking momentum, keep reading. Who We're Looking For - A Change Leader We are looking for a Director of Customer Experience to take end to end ownership of Customer Success, Customer Support, and Onboarding and Implementations - basically all customer-facing functions. This role is responsible for building a cohesive, scalable customer operating model that supports both our SMB base and a growing enterprise segment. You will be expected to diagnose what is working, what is not, and what needs to change, then lead the organization through that change with clarity, empathy, and decisiveness. This is a senior leadership role with significant influence on retention, expansion, brand trust, and long-term company outcomes. Your Arena - What You Will Own As Director of Customer Experience, you will be accountable for how customers experience Chargeflow from first value through long-term partnership. Strategic Ownership - Own and evolve the end-to-end customer experience across Success, Support, and Onboarding, with clear ownership, escalation paths, and accountability - balancing SMB scale with growing enterprise complexity. Leadership & Team Development Lead and develop managers and senior ICs across customer-facing teams, assessing performance, closing capability gaps, and making tough people decisions to build a scalable leadership bench. Operating Model & Execution - Design operating rhythms, processes, and KPIs that drive consistency, accountability, and data-driven prioritization without slowing execution. Customer Outcomes - Drive retention, engagement, time-to-value, and customer trust while ensuring effective escalation management and reducing executive dependency. Cross-Functional Leadership - Partner with Sales, Product, Operations, and Leadership to align GTM promises with delivery, surface systemic issues, and champion customer-driven improvements.

We are searching for a Head of Customer Support & Service who can build a world class support organization from the ground up. This leader will own the entire customer support experience, design the operational foundation, and guide the team as we scale globally. You will bring structure, excellence, and clarity to every stage of the merchant journey.
Your future impact matters more than your past. This is your opportunity to shape a high performing support function in a fast paced environment where your work directly influences merchant satisfaction and company outcomes.
Your Arena - Know your impact
As the Head of Customer Support & Service, you will transform our support operation into a predictable, scalable, and merchant focused department. You will lead the frontline team, define operational standards, and ensure top tier service delivery.
Operational Leadership: Own all support activities including inbound support, service delivery, triage, escalations, and performance management.
Merchant Experience Ownership: Define SLAs, communication standards, and quality expectations to deliver consistent, high quality merchant interactions.
Team Management and Development: Lead and mentor the support team in the Philippines while designing training, QA, and coaching systems that elevate performance.
Process and Structure Building: Create workflows, documentation, escalation paths, and operational frameworks that form the backbone of a mature support function.
Cross-Functional Collaboration: Partner with Product, Customer Success, Onboarding, and Operations to resolve friction, surface insights, and improve the merchant journey.
Service Insights and Improvements: Analyze recurring issues, provide actionable insights, and help drive product enhancements that reduce support load and increase satisfaction.

A fintech + AI startup building a global fraud-free commerce ecosystem are seeking a Commercial Support & Service Manager to build and lead a world-class support organization from the ground up. The role includes owning the end-to-end merchant experience, designing operational frameworks, and guiding the team as the company scales globally.
This isnt your classic technical support role. If your background is mainly Tier 13 IT support, helpdesk work, or deep systems/debugging troubleshooting, this probably wont be the best match. In this role, youll be partnering with our merchants, not handling internal systems or infrastructure issues.
The company is located in Modi'in, central Israel. Hybrid work model.
Responsibilities:
Lead all support activities including inbound support, service delivery, triage, escalations, and performance management
Define SLAs, communication standards, and quality expectations to ensure consistent, high-quality merchant interactions
Manage and mentor a remote team, including training, QA, and coaching systems
Build workflows, documentation, escalation paths, and operational frameworks for a mature support function
Collaborate with Product, Customer Success, Onboarding, and Operations to resolve friction and improve the merchant journey
Analyze recurring issues, provide actionable insights, and support product improvements.