We are looking for an experienced and hands-on Technical Support & Customer Service Manager to lead and scale our support operations in a growing B2B SaaS fintech environment. This role combines team leadership, operational excellence, customer experience ownership, and cross-functional collaboration with Product, R&D, Domain, and Customer Success teams. The ideal candidate is highly process-oriented, customer-centric, technically capable, and experienced in managing support operations within fast-paced product companies. Key Responsibilities:
* Lead and manage the Technical Support & Customer Service team
* Build and improve support processes, workflows, SLAs, and escalation management
* Monitor KPIs, customer satisfaction, ticket queues, and operational performance
* Collaborate closely with Product, R&D, Domain, CSM, and Sales teams
* Own support readiness for product releases and major product changes
* Drive continuous improvement initiatives and service excellence standards
* Improve knowledge management, documentation, and internal enablement processes
* Support system optimization and automation initiatives across support operations
* Handle escalated and sensitive customer cases with professionalism and ownership
Requirements: Requirements:
* 3+ years of experience managing Technical Support / Customer Service teams in a SaaS company
* Experience working in B2B product environments
* Strong operational and process-building capabilities
* Excellent communication and stakeholder management skills
* Strong analytical and problem-solving abilities
* Experience working closely with Product and R&D teams
* Technical orientation and ability to understand complex systems and workflows
* Experience with support platforms such as Zendesk, Zoho Desk, HubSpot, or similar
* Hebrew and English - high proficiency Advantages:
* Experience in fintech, ERP, accounting, payroll, or complex operational systems
* Experience in startup or scaling environments
* SQL / API understanding
This position is open to all candidates.