We are looking for an experienced and data -driven Head of Customer Service to lead a global Tier 1 and Tier 2 customer service operation.
The role combines strategic leadership, hands-on operational management, process optimization, and cross-functional collaboration across a distributed environment.
Reporting directly to the COO, you will lead local teams in Israel alongside global employees and outsourced BPO partners.
Location: Tel Aviv Responsibilities Lead and manage a global customer service operation, including local teams and international outsourced BPO partners.
Define, monitor, and analyze key service KPIs, including SLA, CSAT, NPS, FCR, and churn.
Build and optimize service processes, playbooks, workflows, dashboards, and automation.
Work closely with Sales, Marketing, R&D, IT, Finance, and Operations to improve Customer Experience and operational performance.
Requirements: 3-5 years of management experience in Customer Service, Customer Operations, or a similar function within a startup or product company.
Proven experience managing distributed teams and external BPO or outsourcing providers.
Strong analytical capabilities with hands-on experience defining and managing KPIs and making data -driven decisions.
Strong technical orientation and experience with CRM and customer service platforms such as salesforce, Zendesk, or HubSpot.
Proven ability to improve service processes, workflows, systems, and operational efficiency.
Excellent leadership, communication, stakeholder management, and conflict-resolution skills.
Fluent Hebrew and English, both written and spoken.
Experience in Fintech or financial services is a strong advantage.
This position is open to all candidates.