דרושים » שירות לקוחות » Customer Experience Specialist

We are looking for an ambitious, detail-oriented problem solver to join our Customer Support team.

This is an opportunity to build deep product expertise and develop your career in one of Israels most thriving high-tech companies. You will begin by completing a thorough onboarding program and mastering the foundations of customer support . You will then spend your day solving real customer problems, learning a complex product, and helping businesses get the most out of Connecteam.

This is a fast-paced, high-volume environment with high standards. We are looking for someone who enjoys difficult challenges, learns quickly, notices the small details, and is willing to keep investigating until a problem is properly understood and resolved.

Over time, strong performers may take ownership of a product or operational domain, deepen the teams knowledge, train others, work with Product and R&D, and contribute to processes, tools, data, AI, and automation initiatives. Broader responsibility is earned through strong performance and mastery of the core role.



Key Responsibilities
Provide fast, high-quality support primarily through live chat, as well as email and occasional Zoom calls
Learn product in depth and guide customers according to their business needs
Investigate customer issues systematically, challenge initial assumptions, and take ownership through resolution
Manage a high volume of customer conversations while maintaining accuracy, empathy, and a high-quality experience
Educate customers on best practices and help them use more effectively
Identify recurring customer friction, product gaps, and opportunities to improve customer adoption or expand their use
Work with Product, R&D, and other teams to move complex issues forward and translate technical findings into clear explanations
Strengthen the teams knowledge by improving documentation, training materials, processes, and communication around product updates
Use data, technology, AI, and other tools to investigate problems and improve how the team works
As you develop in the role, take ownership of a product or operational domain and become a trusted point of knowledge for the wider team
The position includes occasional evening shifts, as well as Fridays and holidays on a rotation with the rest of the team.

We are looking for a Hebrew Speaking Customer Support Specialist to assist our customers with technical problems when facing our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
What youll be doing:
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Identify and assess customer needs, troubleshoot issues, and provide appropriate solutions or escalate to the appropriate department if necessary.
Maintain a high level of product knowledge to effectively address customer questions and concerns.
Document all customer interactions and resolutions accurately and thoroughly in the companys CRM system.
Collaborate with other teams, including sales, marketing, and product development, to address customer issues and improve overall customer satisfaction.
Proactively identify opportunities to enhance the customer support process and contribute to continuous improvement initiatives.
Assist in the development of support materials, such as FAQs and knowledge base articles, to empower customers to self-serve when possible.

We are looking for an experienced Knowledge and Training Specialist with a background in Customer Success Management to join our Customer Care team. If you're passionate about empowering teams, enhancing customer experiences, and driving operational excellence, wed love to hear from you! In this role, you will lead onboarding and continuous training for Customer Success Managers (CSMs) and Customer Care agents while also developing scalable knowledge solutions that align with our business goals. You will collaborate closely with leadership to identify knowledge gaps and create training programs that improve service quality, retention, and engagement.
What am I going to do?:

* Design and lead comprehensive onboarding and ongoing development programs for Customer Care.
* Working with different stakeholders (as part of the product enablement part of the role)
* Develop, maintain, and optimize training materials, knowledge base articles, and best practice guides in English.
* Verify the accuracy of knowledge content through data analysis, research, and testing to ensure relevance and effectiveness.
* Manage and enhance learning journeys within the LMS system.
* Monitor training effectiveness and provide recommendations based on performance data and feedback.
* Stay up to date on customer care methodologies, industry trends, and emerging best practices.
Equal opportunities:
At Fiverr, we're not about checklists. If you don't meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you. At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.

As SMB Onboarding Manager, you will lead customers through their first and most critical phase with our product - onboarding. Youll partner with small and growing businesses to ensure they successfully adopt and implement solution, driving measurable value and setting the foundation for long-term success.

Key Responsibilities:

Managing the end-to-end onboarding process for SMB customers, from kick-off call to activation
Delivering tailored training sessions to help clients configure and implement based on their unique business needs
Guiding customers to quick wins that showcase the platforms value and increase adoption
Ensuring customers establish strong usage habits that drive retention and satisfaction
Identifying at-risk clients early and creating proactive strategies to mitigate churn
Becoming the customer advocate , collaborating with Product, Development, and Customer Success teams to ensure customer needs are heard
Continuously optimizing the onboarding process to improve efficiency, scalability, and customer experience

The Publisher Success Manager will be an integral part of the Publisher Success team and will work closely with some of the company's key clients and partners.

In this role, you will be responsible for providing top-tier service to publishers, ensuring retention, and driving growth in their monetization performance. You will assist team members and managers in delivering data-driven insights and operational excellence while collaborating with cross-functional teams to optimize results.

This is an exciting opportunity to join a leading tech company, work with major digital publishers, and grow within a fast-paced, data-driven environment.

Main Responsibilities:
Manage and nurture relationships with publishers, ensuring long-term partnerships and client satisfaction.
Provide ongoing support to our publisher accounts, ensuring smooth daily operations and a high level of service.
Monitor and analyze reports to track performance, identify trends, and provide actionable insights to the team and management.
Assist in managing publisher-related tasks and operations, ensuring efficiency and accuracy in execution.
Facilitate cross-team collaboration, coordinating between departments such as Tech, Product, and Sales to optimize publisher success.
Develop a strong understanding of the Adtech industry, with a focus on ad revenue generation publisher monetization and digital advertising strategies.

We're looking for someone who combines outstanding customer-facing skills with a strong technical mindset. Someone who learns fast, adapts quickly, and enjoys understanding how systems work. This is not a script-based support role - we're looking for a proactive problem solver who takes ownership, thinks independently, and is always looking for better ways to help customers succeed.

You will work directly with customers, help them get the most out of the platform, troubleshoot issues, provide training and guidance, and become a product expert who can confidently support organizations of all sizes. You'll also play an active role in improving internal processes, sharing knowledge with teammates, and helping shape the customer experience as we continue to grow.

Working Hours: Flexible shift-based role supporting a 24/7 customer operation, including evenings, nights, weekends, and holidays, in accordance with local labor regulations.

Key Responsibilities
Serve as a primary point of contact for customers via email, chat, phone, and Zoom.

Troubleshoot product issues, provide guidance and training, and help customers get the most out of the platform.

Quickly develop deep product knowledge and become a trusted advisor for customers.

Manage customer requests from investigation through resolution, escalating when needed.

Collaborate closely with Customer Success, Product, Operations, and Support teams.

Document knowledge, share best practices, and contribute to process improvements.

Identify opportunities to improve customer experience and internal workflows.

If you are someone who genuinely enjoys untangling a customer's problem, reads between the lines to spot what they actually need, and takes real pride in turning a frustrating moment into a great experience, then your place is with us!
What will you Do?
Deliver hands-on support - Answer product questions, troubleshoot issues, and help customers get the most out of our company
Shape the customer experience - Work closely with the CX Team Lead and teammates to implement strategies that boost customer satisfaction
Drive product improvements - Gather customer feedback and partner with Product and Engineering to influence the platform roadmap
Build self-service resources - Create and maintain internal and customer-facing documentation that strengthens product knowledge and self-service options.

Being in Customer Success means showing up for freelancers who build their livelihoods on our company. From onboarding specialists to strategic account managers, we're looking for those who combine genuine care with business instinct and find it highly satisfying to watch someone else win. So if you take client success personally, the company Customer Success team might be for you.
we are looking for a Customer Success Manager who will drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed. The potential candidate will be responsible for assisting our companys sellers to leverage the platform to gain business growth and success.
The ideal candidate is a relationship builder with a genuine passion for the success of their customers. The candidate should be a proactive problem solver with impressive communication and presentation skills.
What am I going to do?
Onboard high-value customers with a full demo
Build and maintain strong, long-lasting customer relationships
Increase retention and growth of our companys most valuable customers
Represent the voice of the customer to provide feedback and insights via high touch relationships into core product and marketing processes
Identify business opportunities with customers and generate outstanding customer business experience to improve retention
Be a trusted partner for the customers on the use-case and product functionality to enhance their performance and growth
Conduct presentations to educate our customers with best practices to utilize business opportunities and product functionalities
Provide strategic advice to our customers to increase their loyalty to our company.
Utilize AI tools to gain further customer insights

As a Senior Customer Success Manager, you will be responsible for nurturing and growing relationships with core customers worldwide and working with internal teams to ensure the best possible customer experience.

This position requires flexibility with a mix of business, operational, analytical, and support tasks.

Responsibilities:
Manage relationships with key customers through all lifecycle stages (from initial onboarding to existing partnerships) across the world and in multiple time zones.
Build long-term relationships with customers to ensure retention and develop new business opportunities.
Identify customer pain points and work closely with internal teams (business, ops, product, R&D) to prioritize solutions and improve the overall customer experience.
Monitor customer activity and prepare reports/analytics to take a proactive role in reaching and exceeding business KPIs.
Help define and manage various internal processes required to ensure the best possible experience for our customers.

We're looking for an Account Manager & Operations Specialist to help us expand our direct-to-employer strategy in Israel. Our B2B sector focuses on large enterprises in the construction, agriculture, industry, and manpower sectors.
If you're passionate about fintech, enjoy owning both the client relationship and the operational engine behind it, and want to help drive growth in a diverse and vital market, join us and be part of a team dedicated to making a difference
Responsibilities:
Serve as the main point of contact for employer clients, managing the relationship end-to-end, from onboarding through ongoing deposit tracking and payment system operations.
Build and maintain strong relationships with employer clients, resolving day-to-day issues and deposit errors, and escalating employee-specific matters to the relevant internal function.
Own client retention by maintaining a regular contact with employers, track deposits and performance, and proactively flag gaps before they become problems.
Identify and drive expansion opportunities through proactive outreach, spotting growth potential, and identifying deposits from unaffiliated employers.
Maintain the CRM as a single source of truth, documenting key employer activity and communications.
Provide back-office operational support to the Sales team, including landing coordination, card issuance and delivery, and monthly fee communication with Finance, so the Sales team can focus on selling.
Analyse deposits data, monitor B2B activity, and deliver monthly activity summaries and insights.
Support the account opening process, from collecting employer documentation to preparing client onboarding packages.
Collaborate closely with Sales, Operations, Customer Support, and Finance to ensure a seamless customer experience and smooth information flow between teams.
Manage multiple tasks and shifting priorities in a fast-paced, high-pressure environment.