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We are an AI SaaS platform for e-commerce companies, especially in travel and hospitality, that lets customers buy together. It helps companies understand how groups decide to buy and improves sales. This tool makes buying together easy and fun and helps companies find new ways to make more money.
Role and Responsibilities:
* The CSM is the clients operational officer. He ensures the clients satisfaction and retention from the deployment phase throughout the client's BAU phase.
* CSM will be on top of the customer operational and business environment.
* Transform customer requirements into product capabilities, taking customers goals, objectives, and business processes and proposing the best solution.
* Promoting tasks internally (e.g., dev and change requests, initiation of new projects, etc.), representing the customer in and out of the organization.
* The CSM will be chasing customer performance and revenue growth by making strategic recommendations using:
*  Product Features
*  KPI(s) & Benchmark analysis
*   BI tools
* The CSM will be requested to identify operational and even business opportunities, share them with the customer's VP, and push them together to maximize revenues and business expansion.
*  Work closely with all relevant departments, including the product, Professional Services (delivery), and development teams, to identify the required products and strategic solutions for each customer.
* Drive prompt resolution of all operational issues and ensure high levels of customer satisfaction with company products and services.
* Manage and maintain the level of service given to the customers by being proactive and responsive.
* Establish strong relationships with customers, becoming a trusted advisor and advocate for their success.
* Responsible for customer training and knowledge onboarding. 
* Providing first-level operational support.
* A second point of escalation for all technical incidents and issues.
 
Please send your CV and cover letter to our e-mail.

We are looking for a Support Consultant/Professional/Specialist.
In this role you will:
Empower our customers to achieve their goals.
Provide product onboarding, support services, and policy information to enhance customer user experience and satisfaction (Primarily B2C).
Resolve product and customer issues, analyze and provide solutions using in-house troubleshooting.
Provide feedback to the company on the customer's perspective and influence product quality and development.
Identify key power users and potential product beta testers in our community.
Contribute as a Team Player, to the overall support team effort and customer success goals.
Hours 14:00-23:00
This is an in-office role with one day working remotely.

We are looking for a Customer Care Operations Analyst to join our new team in Jerusalem. This is an amazing opportunity to be a part of a new team, working on a few companys products. The team is reporting to Udi, the Director of Customer Care.
What will you be doing in this role?
Drives cross-functional idea and process planning within the organization as gaps are identified.
Aligns processes and communication following the ITIL standards to create a seamless experience for our customers and colleagues who support our customers.
Uses creative problem-solving and strategic thinking to understand the impacts of a change and how best to serve our customers.
Creates clean and simple process improvement plans and ensures the documentation is clear and readily available for consumption by using our documentation standards.
Manages segment-aligned relationships when it comes to the process.
Oversees the day-to-day operational processes within Customer Care, i.e., case management processes, quality management, and internal communication resources, and works with the business to outline best practices/improvement strategies.
Engages with the Senior Operations Managers on large-scope projects after identifying ideas/updates that need to be made and ensuring that action is taken, and a clear plan exists with the next steps.
Runs Customer Care specific programming, tasks, and plans, as needed.
Solicits varying types of customers and stakeholder feedback to understand the drivers of satisfaction/dissatisfaction and works with relevant groups within the Customer Care team on putting the mitigation plans & improvement initiatives in place.

Who We're Looking For - The Dream Maker
We're in need of a Customer Support Team Lead who stands out from the crowd, bringing extensive experience in customer support management . As a key player in our customer-facing unit, you'll take charge of a team of support managers, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud.
Your Arena:

* Manage and lead a team of offshore support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
* Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower Chargflow's end-users.
* Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed.
* Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement.
* Review and monitor requests to create and promote data-based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
* Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the company’s growth.
* Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
* Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively.
* Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.