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.
Requirements: 5+ years in customer support/service roles, including 4+ years in leadership managing teams
Proven ability to build and scale structured support processes, SLAs, QA systems, and reporting frameworks
Experience managing global or offshore teams, ideally including the Philippines
Strong cross-functional collaboration and ability to represent merchant needs internally
Analytical skills for operational metrics, quality evaluation, and root cause identification
Exceptional written and verbal communication in professional English
Startup agility: adaptable, hands-on, and capable of building structure in a fast-paced environment
Fintech experience (payments, disputes, fraud, or risk) is a plus.
This position is open to all candidates.