Customer Support Team Lead

3 days ago

Rishon LeZion Center District, Israel Flashy Full time ₪60,000 - ₪80,000 per year

Customer Support Team Lead

We're looking for a proactive, hands-on, and customer-oriented Customer Support Team Lead to join us. This role combines team leadership with direct customer support, ensuring both high-quality service delivery and continuous improvement of support operations.

Who Are We?

We are a SaaS company that provides a marketing automation platform for businesse

We are working 100% remotely.

Full-time job, Sunday-Thursday, 9:00-18:00.

Responsibilities:

  • Lead and mentor a growing support team
  • including onboarding, coaching, performance monitoring, and ongoing professional development.
  • Own Tier 2 technical support operations
  • handling escalations, troubleshooting complex cases, and ensuring high-quality, fast, and accurate resolutions.
  • Hands-on technical support
  • responding directly to customer issues when needed and serving as an example of excellent service and technical expertise.
  • Oversee onboarding & integration processes for new customers
  • from initial setup through full implementation, ensuring a smooth and successful deployment.

Requirements:

  • Proven experience leading or mentoring a support team.
  • 2-5 years of experience in technical support, including Tier 2 troubleshooting, integrations, and customer onboarding.
  • Strong technical background, including experience with Webhooks, API integrations, and automation tools (Zapier, Make, etc.)- Must.
  • A proactive, customer-success mindset with the ability to identify needs and drive product engagement.
  • Experience working at a SaaS company- strong advantage.

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