Overview
Customer Service Representative Team Lead Jobs in Petah Tikva, Center District, Israel at UWORK
Title: Customer Service Representative Team Lead
Company: UWORK
Location: Petah Tikva, Center District, Israel
🚀 Technical Support & Customer Retention Team Lead | SaaS Product Company
A growing tech product company is looking for a sharp, business-oriented Team Lead to manage Technical Support & Customer Retention.
This is a key leadership role, reporting directly to the COO, with full ownership over team performance, customer experience, and retention strategy.
🔍 What we’re really looking for:
An exact match – someone coming from a SaaS product company, with hands-on experience supporting a product, managing a team, and understanding how to tailor conversations based on each client’s business needs.
💼 Key Responsibilities:
• Lead and manage a team of up to 10 support & retention specialists
• Handle complex customer interactions and lead retention strategies
• Mentor and train team members – both technically and commercially
• Analyze KPIs, trends, and performance to drive continuous improvement
• Manage escalations and provide solutions to strategic clients
• Build workflows, scripts, and tools to optimize team performance
• Work cross-functionally with Sales, Product, and R&D
• Own service levels, retention targets, and customer satisfaction
🎯 Requirements:
• 3–4 years of experience managing support / retention / technical support teams
• Strong background in SaaS or tech product environments – MUST
• Proven experience handling complex retention conversations & objections
• Strong business acumen – ability to understand client needs and adapt the conversation accordingly
• Analytical mindset with KPI-driven approach
• Leadership skills: coaching, mentoring, and team development
• High-level Hebrew & good English
- If you’re coming from a SaaS product environment and know how to combine technical support, retention, and business thinking – this role is for you.
