Customer Service Manager

3 days ago

North District, Israel HAAT Delivery Full time ₪120,000 - ₪180,000 per year

Join a Startup That's Actually Scaling.

Why HAAT?

HAAT is one of the fastest-growing startups in the region, starting from small, overlooked areas and rapidly expanding into the country's largest cities. Along the way, we've reimagined how essential goods move by combining deep operational know-how with cutting-edge technology.

You'll join a collaborative, fast-moving team where product, operations, and engineering work side-by-side to solve tough, meaningful problems.

The result? A company that grows fast and brings you along with it. You'll have room to stretch, lead, and leave your mark.

The Role:

A
s Customer Service Manager
at HAAT, you'll own the full service domain across our multi-site organization. You'll design and scale processes that can handle high volumes of customer interactions while keeping the experience fast, personal, and exceptional.

This is a hands-on leadership role where you'll build and guide a high-performing service team, optimize operations across offices, and ensure that customer satisfaction remains one of HAAT's strongest assets as we continue to scale.

What You'll Be Doing:

  • Lead customer service operations across 3 offices, including recruitment, onboarding, training, coaching, and performance management.
  • Define, track, and deliver against SLA and KPI targets (response time, CSAT, FCR, etc.).
  • Establish and optimize service processes, call scripts, and FAQs, collaborating closely withOps, Logistics, Sales, and Product.
  • Handle and resolve complex escalations to drive retention and build long-term loyalty.
  • Identify and execute projects that reduce repeat inquiries and elevate the customer experience.
  • Coordinate between offices and be open to occasional travel as needed.

What You Bring to the Table:

  • 3+ years of proven experience managing customer service or contact centers, including hands-on team leadership.
  • Strong track record in driving service metrics and using data analysis to improve performance.
  • Native-level proficiency in Hebrew and English (written and spoken).
  • Excellent interpersonal communication, with the ability to multitask and thrive in a fast paced, dynamic environment.
  • Familiarity with automation tools, chatbots, and IVR systems.

What's in It for You:

  • Full ownership of HAAT's customer service domain across multiple locations.
  • Opportunity to build and scale processes in a fast-growing startup.
  • Collaborate across teams and directly impact the customer journey.
  • Join a diverse, mission-driven company where your work truly shapes the experience of thousands of customers everyday.

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