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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.

Description
For many of us theres that one podcast we never miss, and video content is part of our daily routine, whether its professional or personal. But how many of us truly understand the effort that goes on behind the scenes? Here at our company, we know it well. Thats exactly why we built an AI-powered platform that helps content creators, podcasters, marketeers, and more at major brands like Netflix, Disney, Google, and Microsoft to create high-quality content with ease.
our companys technology streamlines the entire content creation process, turning ideas into professional-grade content with the highest production standards, without requiring expensive equipment or external services. The secret? AI-driven tools that replace traditional production roles like editing, directing, and design, automating the entire process at the click of a button.
On your day to day
Were looking for a Customer Experience (CX) Lead (Voice of Customer) to help us transform how our company listens, learns, and acts on customer insights. In this role, youll create and lead our companys Voice of Customer (VoC) program - a structured approach to collecting, analyzing, and acting on customer feedback across all touchpoints. From surveys, NPS, and support tickets to social sentiment and customer interviews, youll turn raw feedback into meaningful insights that drive business and product decisions. Youll operate at the intersection of customer advocacy, analytics, and business operations, connecting dots between data, teams, and strategy. Partnering with Product, Engineering, and CX leaders, youll help identify what matters most to our customers and ensure those insights are translated into tangible improvements and measurable outcomes. Beyond gathering insights, youll create the frameworks, reporting systems, and feedback loops that embed the customer voice into our companys daily operations and long-term strategy. This is a role for someone who thrives on connecting data with purpose, influence with action, and insights with impact.
What Youll Do
1. Lead the Voice of Customer Program
Develop and scale our companys VoC framework by unifying feedback from surveys, NPS, support, interviews, social, and churn data.
Create clear processes and metrics to ensure feedback turns into measurable improvements.
2. Analyze and Translate Customer Insights
Analyze feedback to uncover key trends, opportunities, and pain points.
Translate findings into simple, actionable insights that help teams understand what matters most to customers and why.
3. Drive Cross-Functional Improvements
Work with Product, Engineering, and CX Operations to turn insights into tangible improvements across product features, workflows, and customer touchpoints.
Build simple, transparent reporting that tracks customer sentiment, satisfaction, and progress.
4. Champion a Customer-First Culture
Ensure the customer voice is present in every major decision.
Promote a culture of listening, collaboration, and continuous improvement centered on real user needs.

We are looking for a Manager of Customer Delivery.
The Customer Delivery Manager plays a key role in the Sales organization, ensuring the smooth and successful onboarding of new merchants onto our fintech platform.
You will lead a team responsible for managing the technical and operational delivery of merchant integrations; bridging the gap between Sales, Product, and Engineering.
This role requires a strong mix of commercial acumen, data-driven decision making, and delivery excellence. Youll ensure that each onboarding project is executed efficiently, supports the companys revenue goals, and delivers measurable client value.
Key Responsibilities:
1. Team and Project Leadership
Lead a team of Customer Delivery Managers responsible for onboarding new merchants and partners.
Manage end-to-end delivery timelines, ensuring smooth implementation of our payment and fintech solutions.
Act as the main escalation point for onboarding challenges, driving fast resolution and maintaining client confidence.
Oversee multiple projects simultaneously, ensuring consistency, quality, and operational readiness.
Foster a culture of accountability, collaboration, and continuous improvement within the delivery team.
2. Commercial Orientation
Work closely with Sales leadership to align delivery priorities with commercial goals and revenue targets.
Support the sales process by providing input on delivery feasibility, timelines, and scope.
Identify opportunities for upsell, cross-sell, and long-term value creation during the onboarding process.
Monitor project profitability and resource efficiency, ensuring commercial objectives are met.
Partner with the Revenue Operations team to forecast delivery capacity and improve sales-to-delivery handover.
3. Data Analytics & Performance Optimization
Leverage data and analytics to measure delivery performance, merchant onboarding speed, and activation success rates.
Develop dashboards and reports to track key onboarding KPIs (e.g., time-to-go-live, merchant activation rate, issue resolution time).
Analyze trends and identify process bottlenecks using data insights, driving operational improvements.
Collaborate with cross-functional teams to translate analytics into actionable strategies that enhance merchant experience.
Use a data-driven approach to optimize workflows, improve efficiency, and reduce onboarding friction.
4. Cross-Functional Collaboration
Act as the key link between Sales Engineering, Account Managemnt, Product, Compliance, and Operations teams.
Ensure seamless coordination of technical integrations and merchant readiness.
Contribute to product feedback loops by sharing client and onboarding insights with Product and Engineering teams.