Graduway Published: June 10, 2019
Job Type
Level of education
Spoken Language needed
Level of Hebrew
Hebrew not required
Location of job
How many relevant years experience do you require for the role:
More than 3 years


The Customer Care Team Leader is responsible for overseeing the day-to-day work of the global customer support team and enforcing customer-centric, efficient processes. The support team is a quick-to-onboard and self-sufficient team responsible for all inbound inquiries from Graduway’s customers admins and end users.

Our office is based in Ra'anana.
Our standard working days are Monday to Friday.

- Oversee day-to-day activities of global support team (tickets, projects/tasks, escalations)
- Serve as escalation point and back-up for tickets as needed to ensure SLAs are met
- Manage bug transparency and prioritization of fixes
- Monitor team performance through a data-driven approach and take action where needed
- Recommend, roll-out and enforce areas for improvement and efficiency for the team
- Serve as liaison between development team, global customer success and customers
- Provide regular updates to management team on team performance and bug levels
- Create internal documentation/resources and onboarding process for support team


- Native English speaker
- 3+ year of experience in Technical Support, including team management
- Strong analytical capabilities and attention to detail
- Experience in working in a SaaS company
- Experience with ticketing, CRM (Salesforce, Zendesk) and SQL - advantage
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