Customer Support Manager

5 days ago

Tel Aviv, Tel Aviv, Israel StarHunter Full time

We are seeking a proactive and experienced Customer Support Manager to lead our customer support operations. This role is critical in ensuring users receive top-tier support through Zendesk and that our support team functions efficiently and professionally. You will be responsible for overseeing daily operations, building and mentoring a high-performing team of agents, and continuously improving our support systems and processes.

Key Responsibilities

  • Lead and manage the Customer Support team, ensuring high performance, consistency, and alignment with company values and service standards.
  • Recruit, hire, and onboard new Customer Support Agents to meet operational needs.
  • Develop and implement training programs to ensure agents are knowledgeable, confident, and capable of delivering exceptional service.
  • Monitor team performance, provide coaching and feedback, conduct evaluations, and foster a supportive, goal-oriented work environment.
  • Oversee and optimize the Zendesk support platform, including upgrading features, customizing workflows, and identifying improvements to enhance system efficiency and agent productivity.
  • Respond to escalated customer inquiries via Zendesk, ensuring prompt, accurate, and empathetic resolution of issues.
  • Troubleshoot and guide agents in resolving a wide range of issues, including account management, payments, technical problems, and navigation support.
  • Collaborate cross-functionally with product, marketing, and operations teams to escalate complex issues and relay actionable customer feedback.
  • Collect, analyze, and report customer insights to help improve products and services.
  • Ensure the team remains informed on the latest features, updates, and promotions to provide accurate and timely assistance.
  • Continuously analyze customer support metrics and implement strategies to improve response times, customer satisfaction, and overall team performance.
  • Promote a culture of continuous improvement, innovation, and customer focus across all support operations.

Requirements

  • 2–3 years of experience in customer support, with at least some managerial or team lead responsibility.
  • Technical mindset and strong computer literacy.
  • Experience working with Zendesk (advantage).
  • Proven customer support experience with excellent communication and interpersonal skills.
  • Strong problem-solving abilities and the capacity to make quick, sound decisions.
  • Proficiency in using customer service software, databases, and tools.
  • Experience in a
    B2C / Gaming environment
    – advantage.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Commitment to maintaining the highest standards of privacy and confidentiality.

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