Head Of Support Israel, CXI International Operations (Customer Experience)

TL;DR

Head of Support (Customer Experience): Leading the customer support organization for hirify.global Israel, overseeing B2C and B2B experiences for consumers, merchants, and couriers with an accent on operational excellence and quality of service. Focus on managing large-scale in-house and outsourced teams, optimizing support budgets, and driving strategic CX improvements.

Location: Must be based in Israel

Company

hirify.global is a technology-driven delivery platform operating in over 500 cities across 30 countries, specializing in the delivery of food and retail goods.

What you will do

• Lead and mentor a large organization of 2,000+ people across in-house and outsourced operations in Israel and abroad.
• Drive Quality of Service by building a customer-centric culture, implementing QA programs, and establishing effective performance management.
• Manage the support budget, ensuring strategic resource allocation and cost efficiency.
• Collaborate as a member of the Israel Leadership Team to proactively address customer pain points.
• Partner with global teams across WFM, Product, and Analytics to design and implement new operating models.

Requirements

• Native Hebrew speaker with strong English proficiency.
• 5+ years of experience leading customer support organizations of more than 200 associates.
• 2+ years of experience managing analysts and project managers within Customer Experience or Support organizations.
• Proven track record as a change leader improving operational KPIs through structured execution.
• Experience implementing customer support platforms and CRM systems.
• Must be based in Israel to lead local operations and the regional leadership team.

Culture & Benefits

• High-growth, ambitious environment that values ownership and entrepreneurial spirit.
• Fast-paced culture focused on learning, building, and shipping quickly.
• Strong commitment to diversity and inclusion, empowering teams from all backgrounds.
• Opportunity to play a pivotal role in a globally expanding company.