Customer Experience Team Lead

4 hours ago

Tel Aviv, Tel Aviv, Israel Neema - Better Than a Bank Full time ₪80,000 - ₪120,000 per year

Our Mission

Our vision is to let everyone enjoy financial freedom, regardless of their banking status, credit score, or other obsolete metrics

.

Our platform does just that, without depending on the traditional banking syste

m.We provide digital financial services for a variety of populations, serving tens of thousands of customers every mont

h.

Using cutting-edge technologies and our global financial network, we provide our customers, individuals, or businesses, advanced services including multi-currency accounts, international Visa cards, and real-time cross-border payments, with expertise in hard-to-reach destinatio

**ns.

Key Responsibilit**

  • ies:Manage the daily operations of the T1+ T2 customer experience team, including one-on-one meetings, task allocation, monitoring, and performance track
  • ing.Conduct daily, weekly, and monthly quality control checks on calls, inquiries, and chats, providing professional feedback to improve performa
  • nce.Lead the team to achieve service, quality, and SLA targ
  • ets.Mentor, guide, and provide professional training to team members, including building individual development pl
  • ans.Identify professional and operational gaps and implement continuous improvement proces
  • ses.Handle and oversee complex customer inquiries and complaints to ensure high customer satisfact
  • ion.Update and implement customer service procedures and best practices on an ongoing ba
  • sis.Analyze customer feedback and trends, identify potential issues, and share reports and insights with the Customer Experience Mana
  • ger.Monitor key performance indicators (KPIs) and produce reports to drive continuous service quality improvem

**ent.

Qualifications and Sk**

  • ills:Minimum of 3 years of proven experience in managing a customer service, technical support, or operational team – requ
  • ired.Strong verbal and written communication skills in
    both Hebrew and Eng
  • lish.Proven experience in conducting quality control checks and providing effective feedback – requ
  • ired.Demonstrated ability to lead a team to meet performance and quality tar
  • gets.Advanced computer literacy and proficiency in CRM systems – required (experience with Intercom, Zendesk, or Salesforce is an advant
  • age).Ability to work effectively under pressure and in a fast-paced environ
  • ment.High service orientation combined with operational understanding and strong problem-solving sk
  • ills.Positive attitude and a genuine desire to help ot

hers.

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