AVP Support Engineer

We are

At Cross River were building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments cards and lending solutions we enable millions of businesses and consumers to transact seamlessly and securely.

With 900 employees worldwide and an R&D center of over 160 employees in Jerusalem - were reshaping how financial technology is developed and delivered. .

This role is central to driving operational excellence across the support organization ensuring teams can deliver fast high-quality service at scale. It leads the design and continuous improvement of support processes workflows and policies while identifying opportunities for automation and efficiency gains. The position owns performance measurement through KPIs dashboards and analytics translating data into actionable insights that shape strategic decisions. It also partners closely with cross-functional teams to enhance systems tools and end-to-end support experiences.

With broad ownership and visibility this role empowers the individual to influence how support operates globally drive meaningful change and elevate both customer and employee experience through smarter more scalable operations.

The Support Operations Lead will be measured on:

• Improvement in SLA performance
• Reduction in response and resolution times
• Increased support team productivity
• Improvement in CSAT and customer experience metrics
• Successful implementation of operational initiatives
• Adoption and effectiveness of support tools and processes

Reports To: VP Technical Support

A highly organized and data-driven Support Operations Lead to drive operational excellence across our customer and technical support organization. This role is responsible for optimizing support processes managing support systems and tools delivering actionable insights through reporting and analytics and enabling support teams to operate efficiently at scale.

The ideal candidate combines strong operational expertise analytical skills project management capabilities and a passion for improving customer and employee experiences.

Support Operations & Process Management

• Design implement and continuously improve support processes workflows and operational standards.
• Identify inefficiencies and drive automation initiatives to improve productivity and customer satisfaction.
• Drive initiatives to improve service quality operational efficiency and customer experience.
• Lead operational readiness for new product launches feature releases and organizational changes.
• Collaborate with Support Leadership Product Engineering Customer Success and Business Operations teams.
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Performance Management & Analytics

• Define and monitor key support KPIs
• Build dashboards and reports to provide visibility into support performance and trends.
• Analyze operational data and present recommendations to leadership.

Systems & Tools Administration

• Own and optimize support platforms such as CRM ticketing workforce management and knowledge management systems.
• Partner with IT Engineering Product and Customer Success teams on system integrations and enhancements.
• Evaluate and implement new technologies including AI-powered support solutions.

• Flexible hybrid work model: three days a week at our Jerusalem office
• Monthly wellness reimbursement from therapy to gel manicure its up to you
• Full Keren Hishtalmut private health and dental insurance
• Volunteer days donation matching Yoga and Pilates
• A supportive collaborative culture that puts our people first

Hit Apply!

Requirements:

What You Bring to the Table

• Native-level fluency in both English and Hebrew (written and verbal) - Must
• Bachelors degree in Business Administration Information Systems Engineering or related field- Must
• 5 years of experience in Support Operations Customer Support Technical Support Business Operations or related roles- Must
• Experience working with support platforms such as ServiceNow Jira Service Management Monday or similar tools- Must
• Strong analytical skills with experience in reporting and dashboard development- Must
• Advanced proficiency in PowerBI and data analysis tools- Must
• Proven project management experience
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience supporting global support organizations.
• Knowledge of automation platforms and AI-driven support solutions.
• Proven Experience with PowerBI.
• Familiarity with Power Automate.