Customer Support Manager

2 weeks ago

Tel Aviv, Tel Aviv, Israel Grain Full time ₪90,000 - ₪120,000 per year

Grain
is a pioneering fintech startup based in the heart of Tel Aviv. We offer embedded cross-currency solutions tailored for software platforms and marketplaces.

Grain was founded by seasoned entrepreneurs, formerly of financial institutions like Barclays and Deutsche Bank, as well as renowned fintech startups. Backed by leading VC's and global financial institutions, we're reshaping how modern companies manage currency risk.

At Grain, you'll have the opportunity to work on cutting-edge financial infrastructure in a collaborative and mission-driven environment.

What You'll Do
:

  • Own day-to-day partner support, solving operational, technical, and banking-related queries with speed and professionalism.
  • Create and maintain knowledge bases, FAQs, and partner resources.
  • Monitor support performance metrics and continuously improve efficiency and quality.
  • Lay the foundation to recruit, train, and lead a support team as the company scales.
  • Build the support function from scratch - processes, tools, SLAs, and team structure.
  • Implement and optimize a scalable CRM/helpdesk system to manage partner communications and case tracking.
  • Bring payment operations and banking rails expertise to diagnose and resolve issues effectively.
  • Work closely with Product, PayOps, and Compliance to improve partner transaction flows, and escalations.
  • Think holistically about the end-to-end partner journey and design processes that deliver a consistent, excellent experience.

What We're Looking For:

  • Fluent English
    speaker with exceptional written and verbal communication skills.
  • Proven experience as a support function in a saas or API B2B - Advantage - background in banking or financial services.
  • Hands-on experience implementing and managing a CRM/helpdesk system (e.g., Zendesk, Freshdesk, HubSpot, Intercom).
  • Process builder - you can create workflows and SOPs from a blank slate.
  • A curious mindset and can-do approach - eager to dig into the details and find solutions.
  • Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
  • Experience thinking through the full partner lifecycle from onboarding to ongoing support.
  • Data-driven mindset for measuring and improving partner experience.

Nice to Have
:

  • Familiarity with compliance and KYB/KYC processes.
  • Background in building support functions in startups.

Please note:
This is a full-time position, working
Monday - Friday.

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