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Customer Service Group Manager

Israel - Ramat-Gan · Full-time · Leader

About The Position

The Customer Service Group Manager is a critical role in the Customer Experience department. You will manage the operational and strategic aspects of the group and think outside the box to come up with innovative solutions to complicated scenarios.

This role reports directly to the Tier 1 Director and is a full time, hybrid position. You will be required to work from our Ramat Gan office twice a week.

Work Environment

Elementor is the leading website building platform for WordPress professionals.

Our vision is to empower web creators - developers, designers, and marketers - with the ability to create their futures one pixel at a time. We provide our users with everything they need to become successful web creators.

A new website is created every 10 seconds using Elementor! 

Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 9M websites powered by Elementor. More than 7% of all websites around the world are built using Elementor!

Responsibilities

  • Manage a team of customer service representatives including 3 team leaders and 18 agents in various geo-locations
  • Establish clear goals, KPIs, expectations, and a roadmap for the group
  • Develop resources and staffing projections to meet customer and business needs
  • Drive cross-functional engagement with the Accounts & Billing team, the Tier 1 team, the Product team, Training, NPI, Incident Management, SME, and others  to improve customer experience
  • Ensure the team’s technical proficiency
  • Develop product support strategies and troubleshooting procedures and protocols
  • Champion continuous improvement initiatives
  • Develop strategies to improve team productivity and customer satisfaction

Requirements

  • 4+ years managing global organizations of Customer Service/Support teams, with at least 2 of those years managing managers and overseeing 10+ employees 
  • Superb level of English
  • High level of written and verbal communication skills
  • Exceptional organizational skills
  • A team player
  • Proven track record of success in strategizing long-term solutions 
  • Experience in Presale/Upsell - a major advantage
  • Basic knowledge of WordPress - an advantage
  • Experience with Elementor - an advantage

Apply for this position