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Customer Support Team Lead

Delivery Tel-Aviv

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce marketing platform, on a mission to help brands of all sizes accelerate their growth through exceptional customer experiences. Loyalty & Referrals program, SMS marketing, reviews, and visual user generated content are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, UK, Israel, Bulgaria and Australia — and we’re still growing. Yotpo secured a $230 million fundraising round in March 2021, our valuation is now $1.4 billion, and our primary goal is to deliver the best technology in the industry. You can hear all about it in our latest brand video

Sound exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

Yotpo is looking for a tech-oriented manager with proven experience in building and managing a team to head our Enterprise Support team (10+ support agents). If you are an individual who thrives in a fast paced environment, who leads, takes ownership, is tech-savvy and loves client interactions – we’re waiting to hear from you!

 

Responsibilities:

  • Lead a global and growing team of talented support agents providing Enterprise level support to our Mid-market/Enterprise customers 
  • Act as the escalation point for high-priority client interactions
  • Systematically improve all performance metrics of the team, including those related to productivity, efficiency, resolution times, and customer satisfaction
  • Deliver performance reviews for all direct reports and provide regular feedback on employee performance and professional development
  • Develop the team’s technical and soft skills, focusing on product knowledge, customer service, and an overall understanding of our solutions as well as our customer ecosystem
  • Work closely with R&D, Product, Customer Success Managers and other Support leaders
  • Take part in the prioritization of technical issues/bugs and product suggestions intended to address the most critical issues affecting our customer experience
  • Lead cross-department projects where planning, analysis and high-level decision making skills are a must 

Requirements:

  • 2+ years experience in managing teams (Support/Client-Success/Professional Services or equivalent) – For a SaaS company (advantage)
  • Excellent communication skills in English (written and spoken)
  • Technical know-how in technologies such as HTML, CSS, SQL and JavaScript/jQuery
  • PHP – Advantage
  • Not afraid of API
  • A natural educator whose willingness to teach is reflected in responses in information, and overall support provided to our customers
  • A great partner who works with our R&D, Product and CS teams
  • Previous experience with Salesforce and Jira – advantage
  • Can-do approach, always-on mentality 
Interested in Yotpo?
Schedule a call with one of our eCommerce experts to learn more.
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Laura Doonin, Commercial Director recommendation on yotpo

“Yotpo is a fundamental part of our recommended tech stack.”

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