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We Are seeking a visionary Head of Customer Experience to architect and drive the scaling of our CX operations. You will be responsible for optimizing and driving the efficiency of our metrics and strategy to support rapid growth. With a deep understanding of customer behavior and how large-scale CX teams operate, youll guide us in delivering exceptional experiences at scale while championing the voice of the customer across the organization. This is a key role for someone ready to shape the future of CX.
Responsibilities
Global Leadership & Team Growth:
Lead, mentor, and develop a high-performing global team of Customer Experience Specialists based in Tel Aviv and Richmond, Virginia.
Set clear goals, foster continuous improvement, and ensure alignment with company objectives.
Be a hands-on leader, guiding the team through complex customer scenarios.
Travel to Richmond offices up to 4x a year to strengthen relationships and ensure seamless team alignment.
Customer Experience Strategy:
Refine and elevate an omni-channel CX strategy that delivers seamless interactions across all touch points.
Optimize workflows to boost efficiency, meet SLAs and department goals.
Collaborate with cross-functional teams, primarily claims experience and product, to ensure a consistent and excellent end-to-end customer journey.
Expansion of Team Expertise and Responsibilities:
Pioneer the expansion of our team's expertise from insurance to comprehensive travel and financial assistance, empowering them to provide end-to-end support across evolving product lines.
Tech & Data-Driven Leadership:
Monitor and act on CX metrics to keep us as the highest-rated travel insurance in the U.S.
Leverage tech and data insights to enhance operations and scale effectively.
Partner with Product and Tech teams to drive innovations and constantly improve customer loyalty.

Working together with the team leads to make sure we provide great customer experience to all of our customers: Restaurant and Retail partners, end-users and our Courier Partners

Guide and mentor the team leads in order to improve and reach their KPI's

Share information and provide training on new work procedures and product features.

Improve the hiring process together with our Team Leads and HR team, with a particular focus on well-being, and creating a long-term career path.

Work proactively to identify areas of improvement and identify relevant stakeholders to collaborate with while being able to execute strategically.

With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support team Lead, you will manage our local support team and inspire a high-quality standard of service that we provide to our customers and partners throughout the country

What you'll be doing

Lead a CS team and create an environment in which the team has the ability to grow through encouragement and empowerment
Responsible for leading by example and showing what customer-obsessed means: our Customer Support Team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support .
Responsible for your teams KPIs and productivity
Provide performance feedback and shoot for excellence
Manage the operational work of the team, e.g. shift scheduling
Collaborate with all other teams to improve the overall level of service.
Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us.
As a member of the group leadership team, you will have to lead shifts and help the representatives and shift leaders to create a dynamic and effective shift in order to achieve our goals.
Be an integral member of the group's management team, actively contributing to its success and decision-making processes.

We are looking for a top-notch Customer Success Regional Lead for our office in Tel Aviv. This role is critical to the success of our sophisticated product and client satisfaction. Its for someone who understands the ins and outs of complex technologies, has excellent customer management skills, and, most importantly, is a true leader.
What youll do:
Manage, mentor, and lead a team of CSMs, who are managing a portfolio of dozens of clients with a focus on increasing usage and expansions
Guide your managers to work with their CSMs on executing the company and department strategy in the most efficient way possible
Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells, and other opportunities
Build best practices methodologies to make sure your CSMs can be a trusted customers consultant
Work in collaborating with our Sales/bizev, Product, Development, Marketing and Sales teams
Create a positive team culture and participate in team development including hiring, onboarding, career development and performance management
Extract value matter data from a complex database, BI tools and reports
Empower your team to better Identify upsell opportunities, leveraging and discussing them directly with the customer