Customer Support Team Lead (B2C)

The company

We are a fast-growing B2C gaming startup based in Tel Aviv, dedicated to building immersive and original digital experiences. Our team is expanding rapidly, offering a high-impact environment where you can help shape the future of a global gaming brand.

The role

Lead a large remote customer support organisation for a live B2C product — roughly 40 agents working through a layer of supervisors. You will own service quality and team performance end to end, act as the bridge between players, the support floor and the internal product and engineering teams, and take a hands-on role in improving the tools and processes the team works with.

Description

• Lead, mentor and monitor the support supervisors who manage the agents day to day — performance reviews, constructive feedback, personal development plans and clear guidance.
• Own KPIs and service goals, making sure they are consistently met and exceeded.
• Oversee escalations end to end, ensuring fast and accurate resolution with clear communication to players and internal stakeholders.
• Run weekly team meetings — updates, performance insights and recognition — to keep the team transparent, collaborative and motivated.
• Develop initiatives that improve agent efficiency, knowledge and visibility through better tools, processes and workflows.
• Represent the support perspective in cross-departmental task forces when new features and platform updates are designed, and turn incident retros into new capabilities.
• Work closely with R&D, Product and Growth to relay player-facing technical issues and feed field insight back into the roadmap.

Requirements

• 1–3 years in a customer support leadership role, ideally managing remote or offshore teams.
• Deep understanding of support KPIs and how to use data to lift team performance and service quality.
• Proven experience handling escalations and technical investigations, working alongside R&D and Product.
• Exceptional written and verbal communication in English and Hebrew.
• A creative, analytical problem-solver with a proactive mindset for improving workflows.
• Genuine passion for people and service — building an environment where agents feel valued and motivated.