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Job Opportunity: Director of Customer Support

 
Date   Dec 08
 
Listing No.   IE262003
 
Sector   Customer Sales, Service, Support & Success
 
Region   Center
 
City/Yishuv   Herzliya
 
 
Director of Customer Support
 
Looking for Direct leadership of both Customer Support and Customer Success teams

Develop qualitative and quantitative targets to improve overall customer experience and customer satisfaction by creating business reports and using data-driven insights
Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, encouragement and empowerment
Identify and implement strategic and transformational changes in the team to generate efficiencies and drive better customer experiences
In conjunction with our Director of HR ensure all personnel issues are handled correctly and equally with respect to the administration of disciplinary actions according to policies
Work closely with internal team to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization

REQUIREMENTS

5+ years of experience building and leading a global customer support/success teams in a world-class B2C company
Self-starter with a strong sense of urgency and accountability and has excellent focus on attention to detail with the capability to work and make decisions in a fast-paced environment
Fluent English speaker with high written/verbal communication skills - A must
Results driven, forward thinking mindset with ability to problem-solving complex issues to drive shared goals and outcomes across internal and external teams
Proven experience in leading teams through major change and is comfortable that there may not always be a defined plan, path, process or clear expectations
Strong customer empathy and experience focus
Being available to travel (offshore)
 
 
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“The job I got is really wonderful, exactly what I wanted to do” (Giordana, Tel Aviv)
     
 
 
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