Fintech Customer Support - Team Lead - Remote

Overview

We're looking for a Team Lead to guide an international Technical Support Team that helps merchants and their shoppers worldwide.

In Short

• Lead a team of 4 support representatives based in Israel & Europe.
• Build relationships and provide technical support to our merchants and shoppers via calls, emails, and chat.
• Coordinate the day-to-day tasks of our Merchant Support Representatives.
• Manage CRM systems and introduce tools and guidelines that improve the client experience.
• Troubleshoot technical issues and collaborate with other teams to find long-term solutions.
• Handle manager escalations and keep track of ongoing issues.
• Plan work schedules to meet our Service Level Agreement (SLA) and quality targets.
• Manage incidents and update clients about their status in real time.

Requirements

• 2+ years of experience leading a Support Team in a software company.
• 5+ years of experience in technical customer support.
• Fluent in both English and Hebrew (writing and speaking).
• Proficiency in MS Office.
• Ability to work on-site in Herzliya, Israel

Benefits

• Experience managing remote teams.
• SQL skills.
• Additional languages.
• Background in online payments, e-commerce, or similar fields.
• Proactive, service-oriented, and able to multitask.