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Job Opportunity: Head Of Support

 
Date   Oct 15
 
Listing No.   IE279235
 
Sector   Hi-Tech, Technology & IT
 
Region   Center
 
City/Yishuv   Tel Aviv
 
 
Head Of Support
 
With our recent funding, we are growing significantly and are going to establish the best in class Support team. In this role, you will build a team, methods, procedures, tools, and policies to ensure that our customers are WOWed with our engagement model.

One of our core values is to earn the customer’s trust:

As Head of Support you will act as a focal point for communication with key stakeholders such as Product Managers, Engineering, Solution Architects and Sales to ensure a smooth flow and superb experience.

You will report directly to VP Product and Engineering.

What You'll Do

Build the team to provide customers with the best in market user experience
Train, manage, recruit and mentor team members to grow the skills required to provide best-in-class support to our customers
Establish methods within the team and across the company to streamline current customer’s engagement and prepare the company for scale
Monitor customer satisfaction and activity as well as team performance and work to increase team efficiency and effectiveness
Ensure that our customer satisfaction is continuously improving
Anticipate potential issues before they arise, analyze existing issues to look for recurring patterns, and develop solutions to reduce occurrences. Maintain strong partnerships with the Product and R&D teams to prioritize these improvements

What You Bring

At least 3 years of experience in managing technical customer support teams
Proven hands-on technical support experience with cloud-based products
Strong technical skills with the ability to understand and troubleshoot system and applications flows, dive deep into complex problems & find their root cause
Proven experience with creating and optimizing support processes
Strong analytical and problem-solving skills
Superb capability in communication with US based customers
Big data experience - a Big advantage
 
 
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