CX Ops Manager (Cybersecurity)

Location: Tel Aviv, Israel

Company

hirify.global develops consumer cybersecurity products that protect millions of people across devices, accounts, and digital touchpoints.

What you will do

• Own Zendesk administration, including routing, triggers, automations, macros, and views.
• Optimize ticket routing by intent, priority, and channel, while auditing the platform and driving adoption of useful capabilities.
• Manage the BPO relationship, including SLAs, escalation paths, and performance standards.
• Plan support capacity, headcount, shift coverage, and seasonal adjustments.
• Run onboarding, training, and ongoing knowledge-maintenance programs for support agents.
• Maintain QA automations and AI-assisted QA processes, reviewing outputs and addressing scoring drift with the CX leadership team.

Requirements

• At least 4 years of experience in support operations, customer support, technical support, business operations, or a related field.
• Hands-on Zendesk administration experience.
• Experience managing a BPO or outsourced customer experience team.
• Experience owning or managing a QA program, including scorecard design, calibration, and coaching loops.
• Ability to define communication standards for AI-assisted support tools and connect routing, macros, SLAs, and quality processes.
• Excellent written and verbal English communication skills.

Culture & Benefits

• Transparent, feedback-oriented, and collaborative working culture.
• Company dinners, trips, and team activities.
• Opportunity to work on consumer cybersecurity products used at large scale.
• Fast-paced environment focused on meaningful online-safety challenges.