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We're hiring a Global Customer Support/Experience (SaaS B2B) 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 experience / support agents, 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 an offshore team of customer experience/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 our 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 companys 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.

Were looking for an Office and Operations Manager to join our team and be the backbone of our daily operations. This person will create a smooth, efficient, and positive workplace experience, while also supporting cross-functional workflows across the whole organization and executive coordination. If you're proactive, highly organized, and thrive in a fast-paced environment, this role is definitely for you.

Your Arena:

Manage all aspects of our Israeli office: supplies, equipment, vendors, maintenance, and other related tasks.
Maintain a productive, welcoming, and fun work environment aligned with our team culture.
Support day-to-day company operations including onboarding/offboarding, travel coordination, expense tracking, Happy Hours, company events and internal documentation.
Work closely with HR, finance, and IT to support process execution and ensure nothing falls through the cracks.
Help enforce and improve internal workflows and operational systems as we scale.
Assist senior leadership with scheduling, meetings, and ad-hoc project coordination.
Assist with vendor and contractor management, including contracts and renewals.
Follow up on cross-functional action items and ensure project alignment across teams.

As the Senior PLG Product Marketing Manager, youll be at the forefront of our customer journey, responsible for driving user engagement and conversion at every touchpoint. This role will oversee optimizing lead nurturing workflows, enhancing onboarding processes, boosting landing page conversion rates, tailoring in-app messaging, and refining customer and audience segmentation. Your goal is to ensure that every interaction with our brand is impactful and aligns with our strategic growth objectives.

Your Arena:

Lead Nurturing & Email Workflow Optimization: Design, optimize, and execute lead nurturing email workflows that drive engagement, improve conversion, and support a seamless sales funnel.
Landing Page Conversion Rate Optimization (CRO): Lead initiatives to increase landing page conversions by optimizing messaging, CTAs, layout, and user experience.
Brand Messaging: Plan, create, and test messaging that engages users at critical points in their journey, providing value, driving product adoption, and encouraging feature usage.
Customer & Audience Segmentation: Develop and manage customer and audience segmentation strategies that enable personalized messaging across email, in-app, and marketing channels.
Sales & Marketing Enablement: Create and develop sales enablement materials and assets, such as pitch decks, one-pagers, battle cards, and customer success stories, to support the sales team in reducing friction during the sales process.
Competitor Research & Market Analysis: Conduct regular competitor research to understand product positioning, messaging, and market trends.
Cross-Functional Collaboration: Collaborate with sales, product, and customer success teams to align on key messaging, positioning, and customer insights, while supporting cross-functional projects and marketing initiatives to ensure consistency in customer communications and brand messaging.

We are looking for an experienced, organized, and creative Events Operations Manager to lead the planning, execution, and success of our event strategy. This role will own all offline (in-person) and online (virtual) events, including industry conferences, hosted dinners, webinars, meetups, podcast guest bookings, and more. Youll also play a key role in identifying and working with external partners to co-host branded experiences and collaborate on go-to-market activations.

Youll work closely with the marketing, sales, and partnerships teams to deliver events that generate brand awareness, build community, strengthen ecosystem relationships, and drive pipeline.

Your Arena - Key Responsibilities:
Own end-to-end execution of all in-person events including trade shows, partner events, client dinners, and internal activations.
Manage all aspects of virtual events, including webinars, virtual roundtables, and podcast guest coordination.
Lead event logistics, including budgeting, vendor coordination, booth builds, swag production, travel, and staffing.
Identify, source, and manage strategic co-marketing partners (e.g., tech partners, agencies, platforms) for co-branded events, webinars, and activations.
Facilitate partner relationships and collaborate on joint event strategies that drive shared pipeline and visibility.
Work cross-functionally with marketing, sales, and partnerships to align events with go-to-market goals.
Identify new event opportunities and sponsorships that align with our audience and brand positioning.
Drive post-event follow-up, reporting, and ROI analysis to continuously improve performance.
Maintain a global events calendar and manage timelines, budgets, and reporting for each initiative.
Serve as the primary point of contact for internal teams, partners, and vendors for all event-related matters.

The Fraud Analyst or Senior Chargeback Optimization Analyst will be responsible for overseeing and enhancing the company's chargeback management processes. This role is crucial in identifying inefficiencies related to chargebacks, card disputes, and fraud, and in driving data-driven decisions across the organization. The successful candidate will collaborate closely with multiple departments to ensure data accuracy, relevance, and effective utilization in risk-related activities. Our ultimate goal is to equip our clients with resilient safeguards against chargebacks, empowering them to safeguard their revenue and optimize their profitability. Join us on this thrilling mission to redefine the battle against fraud.

Your Arena:

1. Chargeback Management and Analysis
Review and Oversight:
Review chargeback analyses performed by junior analysts, providing additional insights and recommendations.
Oversee chargeback processes for strategic customers, including managing Proof of Concepts (POCs).
Collaborate with the offsite team of chargeback analysts to ensure consistency, best practices and quality in chargeback handling.
Compare organizational performance against industry standards to ensure competitiveness.
Participate in industry forums and networks to stay informed about best practices.
Quality Assurance:
Responsible for the QA done on cases. The operational methodology of what to be reviewed by others (e.g. decide what to sample).
Conduct quality assurance on case submissions to ensure accuracy and compliance with industry standards.
Review reports generated by analysts, ensuring clarity and precision.
Optimization of Templates and Evidence:
Suggest and implement optimization processes for chargeback response templates and evidence/automation creation to increase win rates.
Leverage smaller reports (e.g. CS reports) into broader view and provide insights to improve our solution.
Develop and update internal policies to maintain compliance with regulatory requirements.
Provide training to team members on compliance-related topics.
2. Customer Support and Collaboration:
Review and oversee customer success requests for information, leveraging deep domain knowledge to provide accurate and helpful insights.
Collaborate (and be a point of contact) with Sales, Marketing, Product, and Engineering teams to ensure they get domain related support.
3. Reporting and Documentation:
Establish and enforce documentation standards to ensure consistency and completeness.
Regularly review and update documentation to reflect current processes and regulations.