Customer Support Shift Manager

📍 Location: Tel Aviv, Israel

🕒 Employment Type: Full-Time

We are a fast-growing Fintech company based in Tel Aviv, providing a cutting-edge and dependable financial services that make global transactions effortless.

We are looking for a Customer Support Shift Manager who is fluent in both Hebrew and English and is passionate about delivering exceptional service to our clients.

Responsibilities:

Assigning team members with tasks to be completed each shift.

Setting performance metrics for the team.

Properly resolving problems and troubleshooting issues as they arise without the direction of management.

Managing multiple projects as well as staff members

Maintaining a work environment that meets company, state and federal safety and employment guidelines.

Provide support to existing clients via phone, email, and live chat.

Listen attentively to customer inquiries and concerns, offering timely and effective resolutions in line with company policies.

Offer feedback and suggestions to improve support processes and customer experience.

Recommend relevant products and services based on client needs.

Follow communication procedures, guidelines and policies

Teamwork skills to collaborate with representatives and coworkers in other departments.

Follow established communication procedures, guidelines, and policies.

Collaborate with team members and other departments to resolve complex issues.

Qualifications:

Proven experience as a Customer Support Shift Manager.

Proficient in Microsoft Office (Word, Excel) and general computer applications.

Excellent interpersonal and communication skills.

Ability to remain calm and composed in a fast-paced, high-pressure environment.

Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem.

Team-oriented mindset with a proactive approach to problem-solving.