Global Customer Support Manager

1 week ago

Modiin, Central District, Israel Jifiti Full time $90,000 - $120,000 per year

Jifiti is a leading global fintech company that powers white-labeled embedded lending solutions for leading banks, lenders and merchants, including Mastercard, Citizens Bank, FIS, Finastra, Ingenico, IKEA and others worldwide. We were recently granted an Electronic Money Institution (EMI) license in Europe and are growing quickly worldwide in Israel, the US and Europe, and operate in over 12 countries.

We are looking for a talented, experienced Global Customer Support Manager (SaaS) to lead our global Tier 1 and Tier 2 support teams, delivering exceptional customer support experiences for our SaaS-based fintech platform

As Global Customer Support Manager (SaaS), you will manage the day-to-day operations of a distributed support team while also staying technically engaged - reviewing logs, replicating issues, triaging escalations, and ensuring efficient incident resolution, while collaborating effectively with internal cross-functional teams.

Responsibilities
  • Lead, mentor, and manage global Tier 1 and Tier 2 technical support teams.
  • Define and enforce SLAs, escalation procedures, and KPIs to ensure high-quality customer service and timely resolution.
  • Monitor team performance, provide coaching and feedback, and conduct regular performance reviews.
  • Partner and coordinate with Product, Project and R&D teams to escalate and resolve complex technical issues and ensure timely bug fixes.
  • Manage support knowledge base and documentation, and lead global team hiring, onboarding, and training.
  • Collect and analyze support metrics and customer feedback to identify trends, drive improvements, and report to leadership.
  • Actively participate in troubleshooting complex issues escalated from Tier 1 and Tier 2 support.
  • Support incident response by coordinating real-time efforts, communicating status, and leading root cause analysis.

Process & Tools

  • Develop and implement scalable support processes and tools to improve efficiency.
  • Continuously improve support workflows, ticket routing, and response templates.
  • Optimize use of support tools such as Zendesk, Jira, Confluence, and monitoring platforms.
  • Use tools like SQL, Postman, Coralogix, Kibana, or AWS CloudWatch for debugging and insights.
  • Drive a feedback loop from support to product and engineering based on issue trends.

Customer Experience

  • Ensure customer satisfaction remains high through fast, accurate, and empathetic support.
  • Proactively identify pain points and advocate for customer needs internally.
  • Support VIP accounts or high-impact incidents directly when needed.
Requirements

Required

  • 5+ years in technical support or customer success roles, including 2+ years in a leadership role.
  • Experience supporting a SaaS product in a fast-paced, high-availability environment.
  • Proven experience supporting global clients across the US and Europe.
  • Proven ability to manage and scale distributed support teams across time zones.
  • Hands-on experience with technical debugging: reading logs, using REST APIs, basic scripting or SQL.
  • Familiarity with cloud platforms (e.g., AWS, GCP), monitoring tools, and support software (e.g., Zendesk, Jira).
  • Strong communication skills and a customer-first mindset.

Preferred/ advantage

  • Experience in fintech or financial services platforms (e.g., payments, KYC, compliance).
  • Background in ITIL or incident management frameworks

  • IT Support

    4 days ago

    Modiin, Central District, Israel Bagira Full time $60,000 - $80,000 per year

    Bagira is a leader in the field of training and simulation systems with a track record of delivering high-end, customized, cost-effective solutions for mission readiness. Bagira's simulators are being used by hundreds of thousands of soldiers at more than 40 sites worldwide.Bagira is looking for a Help Desk/IT Support to join our IT team at Bagira.You will...

  • Information Systems Manager

    1 week ago

    Modiin, Central District, Israel Dustphotonics Full time $90,000 - $120,000 per year

    Dustphotonics is developing cutting-edge technology in Silicon Photonics which is revolutionizing connectivity and communication in the Data Centers.We are seeking a hands-on, results-driven Information Systems Manager with deep functional knowledge of logistics, manufacturing, and financial operations to lead the optimization and support of our enterprise...

  • Planning Manager

    1 week ago

    Modiin, Central District, Israel Vishay Precision Group Full time $80,000 - $120,000 per year

    Join Us as Our New Production Planning ManagerAre you a strategic leader with a passion for logistics and a knack for optimization? We're looking for a new Production Planning Manager to join our growing team. In this role, you'll manage a fantastic group of people who handle everything from production planning and inventory to shipping. You'll be a key...

  • Sr. Cost Analyst

    1 week ago

    Modiin, Central District, Israel Vishay Precision Group Full time $104,000 - $130,878 per year

    At VPG, we're shaping the future of precision measurement and advanced manufacturing. To keep driving innovation, we're looking for a Senior Cost Analyst to join our MM Division in Modiin, Israel. This is a fantastic opportunity for a finance professional who thrives on turning data into insights and driving impactful business decisions.What You'll Do: As...

  • Senior Cost Analyst- Temporary

    1 week ago

    Modiin, Central District, Israel Vishay Precision Group Full time $104,000 - $130,878 per year

    At VPG, we're shaping the future of precision measurement and advanced manufacturing. To keep driving innovation, we're looking for a Senior Cost Analyst to join our MM Division in Modiin, Israel. This is a fantastic opportunity for a finance professional who thrives on turning data into insights and driving impactful business decisions.What You'll Do: As...

  • Failure Analysis QA Engineer

    1 week ago

    Modiin, Central District, Israel Vishay Precision Group Full time ₪104,000 - ₪130,878 per year

    We are hiring for a Failure Analysis QA Engineer for our Sensors Division in Modi'inResponsibilities :Investigating and resolving quality-related issues, ensuring products meet the highest standards of quality and reliabilitywith cross-functional teams, including engineering, production, and customer support, to identify the root causes of failures and...

  • Personal Assistant to the CEO

    1 week ago

    Modiin, Central District, Israel Bagira Full time ₪104,000 - ₪130,878 per year

    Bagira is a leader in the field of training and simulation systems with a track record of delivering high-end, customized, cost-effective solutions for mission readiness.We are looking for a Personal assistant to the CEO.In this role you will be:· Responsible for supporting the CEO on the day to day tasks, including CEO scedual management, prioritization,...

  • MES Application Development

    1 week ago

    Modiin, Central District, Israel Vishay Precision Group Full time ₪80,000 - ₪120,000 per year

    At VPG, we're pushing the limits of precision measurement technology to create a safer, smarter, and more productive world. We're seeking for a Manufacturing system implementor & development (MES) innovation and support across our manufacturing sites.What You'll Do: Be the go-to expert for MES shopfloor support — solving real-time production issues and...

  • Lab Technician

    1 week ago

    Modiin, Central District, Israel Dustphotonics Full time $40,000 - $80,000 per year

    Dustphotonics develops cutting-edge technology in Silicon Photonics, which is revolutionizing connectivity and communication in data centers.Silicon photonics is becoming a standard technology used for high-performance systems, solving challenges related to performance, integration, power, and cost.This technology is also...

  • Senior Recruiter

    4 days ago

    Modiin, Central District, Israel Chargeflow Full time $70,000 - $120,000 per year

    Who We're Looking For - The Dream MakerWe are looking for a dynamic and experienced recruiter to join our team and lead end-to-end recruitment processes. This role involves full responsibility for sourcing, screening, and hiring top talent across a variety of tech positions, while working closely with hiring managers to understand business needs.The position...