Support Operations Manager (Zendesk)

Location: Tel Aviv District, Israel

Company

hirify.global provides a cloud-delivered platform that converges enterprise networking and security through a SASE architecture.

What you will do

• Own and continuously improve support workflows, operational processes, systems, tools, and technical knowledge practices across the global Support organization.
• Identify process gaps, bottlenecks, inefficiencies, and inconsistencies, then lead initiatives to address root causes.
• Lead support operations projects from requirements gathering and solution design through implementation, rollout, adoption, and optimization.
• Manage support platforms including Zendesk, Aircall, and related tools, covering enhancements, integrations, migrations, and new implementations.
• Translate business requirements into scalable process and system solutions in partnership with Support leadership, Information Systems, IT, and other stakeholders.
• Validate system changes, resolve complex operational issues, manage dependencies, and support day-to-day operations.

Requirements

• At least 3 years of experience in Support Operations, Support Engineering, Business Operations, Systems Analysis, or a similar role.
• Experience owning and implementing end-to-end operational processes and leading improvements involving multiple stakeholders.
• Ability to identify process gaps, determine root causes, and develop practical, scalable solutions.
• Strong systems literacy and understanding of data flows across CRM, Support, and business systems such as Salesforce.
• Knowledge of ticketing systems, automations, SLAs, integrations, agent tooling, and technical knowledge processes.
• Strong ownership, interpersonal, problem-solving, collaboration, and customer-oriented skills.

Nice to have

• Experience with Zendesk, Aircall, or similar support platforms.

Culture & Benefits

• Work with a global Support organization supporting a cloud networking and security platform.
• Collaborate with technical and non-technical stakeholders across Support leadership, Information Systems, and IT.
• Operate in a rapidly changing environment with hands-on ownership of operational improvements.