Support Manager

1 week ago

Raanana Center District, Israel Moveo Group Full time ₪90,000 - ₪120,000 per year

We are recruiting a
Support Manager
for an
innovative Israeli startup
, to lead the establishment of the company's global support organization. This role is designed for someone with proven experience in managing technical service and support teams, who can build a stable, knowledge-based service infrastructure on one hand, while driving innovation and automation processes on the other.

This is a key position, leading the
After Market Service
domain, with direct impact on customer satisfaction, service quality, and the company's ability to scale.

What You'll Do:

  • Lead the support organization
  • manage support teams (remote and field), define
    SLAs
    , prioritize tasks, and ensure service targets are met.
  • Build and manage a smart knowledge and support infrastructure
  • establish a
    Knowledge Base
    , integrate
    CRM
    systems,
    AI
    tools, and intelligent support platforms.
  • Measure and monitor performance
  • analyze ticket data,
    SLA
    metrics, response and resolution times, manage performance reports, and derive insights for continuous improvement.
  • Cross functional collaboration
  • work closely with engineering, operations, product, and marketing teams to address recurring issues and drive systemic improvements.
  • Manage strategic customers
  • provide personal support to key accounts, handle escalations, manage expectations, and deliver proactive solutions.
  • Drive service innovation
  • evaluate and implement
    Chatbots
    ,
    AI
    tools, and Self-Service systems to enhance service availability and team efficiency.

Requirements:

  • At least
    5 years of experience managing service/ support operations
    (preferably in technology, medical device, or industrial companies) -
    Must
  • Proven experience managing and leading professional teams
    , including recruitment, training, and building a service-oriented culture-
    Must
  • Hands-on experience with ERP/CRM systems
    and support tools such as Salesforce, HubSpot, Zendesk, Netsuite, etc.-
    Must
  • Experience working with AI-based tools
    -
    Significant Advantage
  • Very high level of
    English
    , both spoken and written-
    Must
  • Strong technical understanding and ability to communicate effectively
    with engineering and development teams-
    Must

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