לוח משרות דרושים שירות לקוחות

We are seeking an experienced and passionate Global Head of Technical Account Management (TAM) to lead our worldwide TAM function across the US, EU, Middle East, and APAC regions. This leader will manage 68 regional TAM managers and their teams, ensuring a consistently excellent technical and customer experience. This is a highly strategic and hands-on leadership role that blends deep technical expertise, exceptional customer-facing skills, and inspirational people leadership.

As the owner of global TAM operations, you will define the vision, operational structure, and execution strategy to ensure world-class onboarding, enablement, and long-term technical success for our customers.

Key Responsibilities:

Global Leadership & Strategy:
Lead, scale, and coach a global team of TAM managers and their respective regional teams.
Establish a unified global TAM methodology, aligned with business goals, technical excellence, and regional nuances.
Define strategic goals, KPIs, and operational metrics for TAM success across all regions.
Partner closely with R&D, Customer Success, Product, Sales, and Support to drive holistic customer outcomes.

Hands-On Technical Expertise:
Maintain hands-on fluency in observability tooling, logging infrastructure, and cloud environments.
Act as a senior technical escalation point for complex deployments or architectural challenges.
Provide in-depth technical guidance on customer environments, use cases, and integration scenarios.

Customer Excellence & Relationship Building:
Serve as a senior executive presence in critical customer engagements and escalations.
Partner with top-tier customers to ensure technical adoption, value realisation, and long-term retention.
Champion a customer-obsessed culture focused on outcomes, not just deliverables.

Data-Driven Management:
Use customer usage and performance data to inform strategy, refine processes, and identify risk/opportunity areas.
Lead TAM org reviews based on insights, trends, and team performance analytics.
Collaborate on the development of tools and dashboards to ensure visibility and impact tracking.

Were looking for an Escalation Operations Specialist who thrives at the intersection of customer success, product, and engineering. In this role, you will focus on building and optimizing the processes, workflows, and tools that ensure escalations are handled effectively across our Support, Customer Success, Product, and R&D teams.

This role is ideal for someone who loves managing complex project.

Responsibility:

Escalation Process Management: Oversee the customer success escalation process end-to-end. Ensuring timely and effective resolution of customer issues, requests, and bugs.
Customer Issue Resolution: Reduce and improve customer MTTR (Mean Time to Resolution) by managing bugs and feature requests with R&D, ensuring proper prioritization and follow-up.
Deprecation & Product Changes: Lead communication and coordination for product deprecations and changes. Ensure clear and professional messaging to customers regarding actions and updates.
Cross-Functional Collaboration: Partner closely with CS, Product, and R&D teams to drive escalations to resolution and manage technical projects requiring multi-team involvement.
Project Management & Tracking: Utilize Jira and other project management tools to effectively track, manage, and report on escalations and related tasks.
Automation & AI Integration: Leverage automation tools and scripts to reduce manual effort and streamline workflows. Use AI tools to enhance escalation handling and support processes.
Operational Process Improvement: Continuously refine escalation workflows, introduce best practices, and improve overall operational efficiency.
Escalation Training & Guidance: Collaborate with Customer Support to ensure proper handling of escalations. Mentor and guide the team onmanaging high-priority and complex issues.

As we continue to expand, we are seeking a highly skilled and customer-focused individual to join our team as a Customer Onboarding Specialist. In this role, you will play a pivotal role in providing exceptional customer service to high-tech employees, ensuring a smooth onboarding experience and matching their financial needs with our technological services.

What You'll Be Doing:

Conduct professional Zoom meetings with high-tech employees to understand their financial needs and assess compatibility with our company's technological services.
Collect and process personal data, ensuring all necessary documentation, including financial powers of attorney, are completed accurately and efficiently.
Demonstrate a genuine interest in customer satisfaction, going above and beyond to exceed their expectations and address any concerns or questions they may have.
Leverage your experience in customer service or sales in the financial field to build rapport and establish long-term relationships with clients.
Utilize excellent verbal and written communication skills to effectively convey complex financial information in a clear and concise manner.
Demonstrate intellectual sharpness and high digital skills to navigate our systems and provide efficient and accurate support to customers.

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 seeking a highly skilled and experienced Representative to join our team.
In this role, you will primarily focus on handling escalations from couriers and investigating unusual incidents. You'll be responsible for resolving complex issues, guiding our partners, and ensuring that high-quality service is maintained throughout the escalation process.

Youll be acting as a key factor in maintaining a high level of standard and satisfaction amongst Couriers who partner with us and of course - Helping optimize the workflow between all parties.

In our Trust and Safety Team life moves fast and there is no typical day, so to be successful in this role you will need to be self-motivated, confident, and creative, possess leadership characteristics, and have excellent relationship-building skills.

What You'll Be Doing:
Working on a full-time basis (Sun-Thu 09:00-18:00).
Making sure Courier Partners meet our level of standard and Performance.
Acting as an escalation point for any queries or issues.
Support the Operations Team on off-boarding/courier agreement terminations.
Co-work with our Support team to maintain a high level of service at all times.
Interact with 3rd parties regarding Couriers performance (Customers, citizens, etc;)