Customer Support

• Build and own the support QA process, including ticket review, scoring, structured feedback, and ongoing coaching
• Design onboarding and ongoing training for the support team
• Turn recurring ticket patterns into process improvements and product recommendations
• Own knowledge management across member, Expert, and internal resources
• Build automations to maintain accurate knowledge resources
• Build the foundation of AI tools and processes for support
• Configure support-platform workflows, tagging, and routing
• Design and own the hiring process end to end
• Partner on evaluating team fit and coaching agents
• Own escalation handling, including refund cases
• Track and report support metrics including first response time, resolution time, CSAT, and escalation volume
• Collaborate with support leadership, product, and development teams on hiring, coaching, escalations, flows, automations, and AI infrastructure
• Help shape the support and AI strategy, including deciding which work should be automated and which requires human support

Customer Support Operations Lead

• Own and resolve complex, technically ambiguous, and escalated support cases for customers worldwide
• Provide expert-level application support on the DealHub platform
• Diagnose issues across DealHub, CRM systems, and third-party integrations
• Trace root causes across API calls, data synchronization logic, and configuration layers
• Work in a ticket system and communicate with customers through email, phone, and video calls
• Use advanced SQL to investigate data-layer issues, validate hypotheses, and confirm fixes
• Serve as the internal technical reference for other Support Specialists
• Ensure tickets are fully solved with a clear understanding of the underlying cause
• Provide reassurance and high-quality care during technically difficult customer situations

Customer Support jobs in Israel

Customer Support Operations Lead

Senior Customer Support Specialist