Head of Customer Support

Five Sigma - Claims Management Solution

. Lead, manage, coach, and grow a global team of support professionals across regions and time zones .

Posted 11/8/2026full-timeTel Aviv • IsraelLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global support teams, integrating AI into customer support workflows, and managing complex customer issues while ensuring high service standards and operational efficiency. Proficient in defining SLAs, KPIs, and building effective support processes in a B2B SaaS environment.

Highest-signal resume keywords

Technical Customer Support ExperienceLeadership in Distributed TeamsAI Implementation in SupportSaaS Platforms and APIs UnderstandingProcess Building and Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Customer SupportAI Tool Evaluation and ImplementationSaaS Platform TroubleshootingService Metrics DevelopmentIncident ManagementKnowledge Base ManagementEscalation FrameworksTicket Management ProcessesKPI Definition and ManagementAnalytical Skills

Soft Skills

Strong JudgmentClear CommunicationCoaching and MentoringHands-On ApproachProblem-Solving

Industry Keywords

B2B SaaSEnterprise SoftwareInsurance TechnologyClaims TechnologyCustomer Experience

About the role

Key responsibilities & impact

Lead, manage, coach, and grow a global team of support professionals across regions and time zones
Design regional coverage, handover processes, and escalation paths
Establish ownership, service standards, and development plans
Handle complex customer issues and critical escalations
Define and execute a roadmap for integrating AI into customer-facing and internal support workflows
Evaluate and implement AI tools for self-service, ticket triage, troubleshooting, response assistance, and knowledge retrieval
Define when AI can resolve issues independently and when human review or escalation is required
Own the quality and maintenance of the customer and AI-supporting knowledge base
Partner with Engineering, Product, and AI teams to integrate support capabilities with the platform and systems
Monitor AI response accuracy, resolution quality, customer experience, and continuously improve performance
Establish processes for ticket management, prioritization, incident response, and customer communication
Define and manage SLAs and KPIs, including response and resolution times, customer satisfaction, backlog health, and AI-assisted resolution outcomes
Ensure appropriate handling of customer data, access permissions, and sensitive information
Plan team capacity and tooling as the customer base grows across regions
Drive consistent service quality and operational efficiency
Partner with Customer Success, Delivery, Product, and Engineering to resolve issues and clarify ownership
Identify recurring issues and drive root-cause resolution, documentation improvements, and product feedback
Report to leadership on support performance, customer pain points, and improvement opportunities

Requirements

What you’ll need

5+ years of experience in technical customer support within a B2B SaaS environment
2+ years in a leadership role
Experience managing distributed teams and supporting enterprise customers across multiple regions or time zones
Demonstrated experience implementing AI or automation in support, with ownership from evaluation through rollout and ongoing improvement
Strong technical understanding of SaaS platforms, APIs, integrations, and troubleshooting processes
Experience building support processes, knowledge bases, service metrics, and escalation frameworks
Strong judgment in managing critical incidents and communicating clearly with customers and internal stakeholders
Hands-on approach and strong analytical skills
Ability to build processes in a growing company
Excellent written and verbal communication skills in English
Experience in insurance, claims technology, or other complex enterprise software environments is an advantage

Benefits

Comp & perks

AI-powered support operation and exposure to AI tools
Global, distributed team environment
Opportunity to lead and grow a support function
Opportunity to partner with Engineering, Product, AI, Customer Success, and Delivery teams
Ownership of support strategy, operations, service quality, and AI implementation