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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.

We are searching for a Customer Success Manager who is not just any ordinary candidate, but a trailblazer with extensive experience in customer management and value delivery. As an integral part of our customer-facing team, you will lead the delivery of an innovative solution that focuses on outsmarting fraud using cutting-edge technology. Our goal is to equip our clients with the ultimate defense against chargebacks, thereby increasing their revenue and profit margins. Join us on this exciting journey to transform the battle against fraud.



Your Arena:

Manage post-sale engagement from onboarding and integration through value demonstration to successful retention and expansion.
Create trusted-advisor-level relationships with relevant stakeholders (IC to C-level) to ensure constant delivery and advertisement of core and incremental value, KPI-oriented activities, and positive ROI.
Support clients by conducting training sessions, webinars, and meetings to promote the product and platform across all levels to empower our clients growth efforts and chargeback impact on the business.
Understand client needs and assist with development prioritization, feature alignment, and overall product evolution according to Chargflows strategic roadmap and market trends.
Cultivate a customer-centric mentality while collaborating closely with the product and sales teams to provide the VOC and communicate customer feedback to strengthen operational components around insights, growth, retention, and expansions.