Director of Customer Support

2 weeks ago

Tel Aviv, Tel Aviv, Israel iMDsoft Full time $90,000 - $120,000 per year

iMDsoft develops clinical information systems for acute care environments in hospitals worldwide. Our software supports care teams in over 25 countries. We operate with a global reach and a focused structure — large enough to make an impact, yet agile enough for every leader to shape the future.

About the Role

This is a rare opportunity to lead a well-established, high-performing global customer support operation.

As Director of Customer Support, you'll take full ownership of support activities worldwide, managing a strong team through experienced team leads. You'll define the direction of support at iMDsoft — professionally and operationally — while collaborating with peers across product, development, services, and commercial functions.

This is a senior leadership role with significant independence and influence. It requires strategic thinking, cross-functional collaboration, and a deep understanding of the product, systems, and operational environment to lead effectively and make grounded decisions.

The Leader Behind the Role

The leader in this role is a thoughtful, experienced professional who sees support as a domain to grow and elevate. They combine vision with an understanding of the details that matter. They lead through people, empower their team, and bring clarity and structure to complex environments.

In this role, you will:

  • Lead a global support operation with professionalism and purpose
  • Shape support practices, tools, and priorities for scale and quality
  • Understand the product and systems deeply enough to contribute to technical and operational decisions
  • Represent support in cross-company discussions, from technical working groups to executive forums
  • Develop your team and management layer, fostering growth and accountability
  • Drive progress within real-world resource, budget, and organizational constraints

What You Bring

To succeed in this role, you'll need strong leadership, backed by proven experience managing complexity, scale, and expectations in a software support environment.

Specifically, we're looking for someone who brings:

  • 5+ years of leadership in global software support, preferably in a product-focused company
  • Proven indirect management experience, leading through team leads or department heads
  • Track record of supporting enterprise customers and large international customer bases
  • Strong command of support operations, including escalations, KPIs, tooling, and service models
  • Ability to engage in technical discussions and understand how systems, features, and workflows connect
  • Confident communicator in executive and cross-functional settings
  • Excellent written and spoken English
  • Academic degree in Computer Science, Engineering, Information Systems, or a related field

Why Join Us

  • Lead a mature, global support organization with full ownership
  • Influence company-wide priorities as part of the leadership team
  • Work on a meaningful product used in hospitals around the world
  • Enjoy a streamlined structure with room to drive change and make an impact

Location: Tel Aviv - hybrid

Reports to: VP Customer Support & Professional Services

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