Director of Global Customer Support
Share
Job Location:
Tel Aviv-Yafo - Israel
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Were looking for a forward-thinking hands-on leader to guide Fiverrs Global Customer Support through its next phase one powered by AI automation and innovation. With our AI chatbot now handling a large portion of basic inquiries your role will focus on reshaping and optimizing support operations around this new reality ensuring that people and AI work together smoothly and effectively.
Youll bring a strategic data-driven mindset and an ability to evolve processes teams and performance standards in an AI-powered environment.
What am I going to do:
- Lead and own global customer support performance: Define monitor and achieve all SLAs and KPIs to ensure operational excellence.
- Optimize support operations in an AI-powered workflow: Redefine processes responsibilities and workstreams now that the AI chatbot is live ensuring seamless collaboration between agents and AI systems.
- Develop a forward-thinking support strategy: Continuously evolve Fiverrs customer support vision to stay aligned with AI-driven service models emerging technologies and industry best practices.
- Standardize and optimize operations: Establish global procedures policies and standards to support 24/7 customer operations.
- Leverage insights and data: Analyze support metrics dashboards and customer feedback including AI performance data to identify trends challenges and opportunities for improvement.
- Collaborate cross-functionally: Partner with product operations and other teams to ensure AI tools and human workflows remain aligned with business goals and evolving customer needs.
- Build and empower teams: Recruit train and mentor Customer Support Team Leaders guiding them through new AI-integrated workflows and fostering adaptability ownership and continuous learning.
- Inspire and drive culture: Champion Fiverrs values by cultivating innovation teamwork and a customer-first mindset within an evolving support environment.
- Ensure resolution excellence: Take ownership of complex customer issues driving them to full resolution with accountability and care.
Equal opportunities:
At Fiverr we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race color religion sex sexual orientation citizenship national origin disability Veteran status or any other characteristic protected by addition Fiverr will provide accommodation to individuals with disabilities or a special need.
Requirements:
- 3 years of experience in Customer Support or Success Operations management within a large-scale organization required.
- Proven experience managing global operations and collaborating with external vendors or outsourcing partners preferred.
- Experience leading digital transformation AI implementation or support automation projects a strong advantage.
- Hands-on experience with support technologies running POCs and working closely with product teams a strong plus.
- AI-native mindset comfortable exploring new tools learning autonomously and driving innovation in support operations.
- Exceptional written and verbal communication skills in English (professional fluency).
At Fiverr were not about checklists. If you dont meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it we want to hear from you.
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Our mission is to change how the world works together. We started with the simple idea that people should be able to buy and sell digital services in the same fashion as physical goods on an e-commerce platform. On that basis, we set out to design a digital marketplace that is built w ... View more
