Head of Customer Service

Head of Customer Service | Tel Aviv

We're looking for an experienced Head of Customer Service to lead our global customer service operation.

Reporting directly to the COO, this role will oversee Tier 1 & Tier 2 customer service teams across Israel and global outsourced partners, driving service excellence, operational performance, customer satisfaction, and continuous process improvement.

What you'll do: • Lead and develop global customer service teams and BPO partners

• Own service KPIs including SLA, CSAT, NPS, FCR and retention metrics
• Build data-driven processes, dashboards, and performance frameworks
• Partner closely with Operations, Finance, Product, IT, Sales and Marketing
• Drive customer experience initiatives and operational excellence at scale
• Implement CRM, automation, and service optimization programs

What we're looking for:

• 3+ years leading customer service or customer operations teams
• Experience managing global and distributed teams, including outsourcing vendors
• Strong analytical and KPI-driven mindset
• Experience with CRM and customer service platforms
• Excellent leadership and stakeholder management skills
• Languages: Native-level Hebrew and high-level English proficiency, including excellent verbal and written communication skills – mandatory.

Tel Aviv