Customer Service Agent

2 weeks ago

Bet Shemesh, Jerusalem, Israel Ephoca Full time

Location:

In-office, Har Tuv

Hours:

Full-time | 3:00 p.m.–12:00 a.m. (U.S. hours) | Flexibility for after-hours as needed

What We're Looking For:

  • A proactive, people-focused Customer Support Team Lead to guide our growing support team at Ephoca.
  • Someone who will thrive as the heart of our customer experience—leading a team that helps homeowners, contractors, and partners get fast, reliable HVAC support whenever they need it.
  • A natural leader who thrives in fast-paced environments and loves building systems that make teams and customers happier.

Your Responsibilities:

Lead the Team

  • Coach, motivate, and support a team of customer care reps, dispatchers, and service coordinators.
  • Set clear goals and KPIs for response time, resolution rate, and customer satisfaction.
  • Hold regular check-ins, reviews, and team training sessions to keep everyone growing and aligned.

Oversee Operations

  • Manage all inbound and outbound calls, including service requests, warranty claims, and technical questions.
  • Coordinate with service techs and logistics to schedule field visits and parts deliveries efficiently.
  • Handle call routing, scheduling, and escalation to maintain smooth operations and coverage.
  • Monitor performance metrics and make real-time adjustments to improve results.

Enhance the Customer Experience

  • Handle escalated cases and ensure every customer feels heard and cared for.
  • Gather and analyze feedback to identify recurring issues and improvement opportunities.
  • Refine call scripts, SOPs, and training materials to ensure consistent, high-quality service.

What You Bring

  • 5+ years of experience leading customer service or call center teams.
  • Strong leadership and communication skills—you know how to inspire and guide others.
  • Hands-on experience with CRM and call center software (Zoho, Zoom, etc.).
  • Data-driven mindset with a passion for improving processes and performance.
  • Excellent problem-solving and conflict-resolution abilities.
  • Positive attitude, team spirit, and love for delivering top-notch customer care.

To Apply: Send your resume to with "Customer Support" in the subject line.

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