דרושים B2b Retention Specialist- Maternity Leave Replacement ב-Gett ב-Israel, Tel Aviv-yafo

Work in a fast-paced call center environment and make outbound retention calls to existing clients who ask to quit and/or downgrade services on their account.

• Receive inbound retention requests from current clients or initiate proactive calls to clients with low usage, all in a high-intensity call center environment.
• Initiate calls to clients with past due fees in order to collect payment.
• Resolve drivers’ complaints / concerns through active listening, empathy and professionalism.
• Utilize proactive retention skills to turn requests for service termination or downgrades into engagement by identifying drivers’ needs.
• Increase drivers’ engagement and use.
• Identify and report systematic problems that could have negative impact on clients’ experience.
• Lead processes and projects in order to generate solutions to reduce client dissatisfaction.

• Minimum of 1-2 years of experience in a Call Center sales environment.
• Excellent computer skills, experience working with SAP and / or Sales Force.
• Experience in working in a goal-oriented environment.
• Strong oral communication skills.
• Excellent interpersonal skills to work effectively with teams throughout the organization.
• Ability to gain trust and confidence with clients.
• Ability to work independently.

In this role, you will play a key part in strengthening relationships with our business clients, supporting their needs, and driving long-term engagement.

Key Responsibilities:

• Proactively contact customers who have stopped using our business services and rebuild relationships to encourage renewed activity.
• Provide clear, effective support to customers using our business portal and mobile application.
• Troubleshoot and resolve online or technical issues to ensure a seamless user experience.
• Increase the number of active business clients by promoting product adoption and consistent usage.
• Reduce client churn through strategic outreach and excellent customer care.
• Achieve monthly performance goals, including daily call quotas and overall retention KPIs.
• Deliver accurate daily statistics and performance insights to your manager

You will excel in this role if you possess:

• 1+ years of experience in B2B customer service or related roles.
• A strong execution mindset and the ability to deliver results consistently.
• The ability to work independently, manage time effectively, and meet targets.
• A positive attitude, high energy, empathy, and genuine customer-centricity.
• Excellent communication and customer-facing skills.
• The ability to quickly build trust and establish strong relationships with diverse customers.
• Fluent English, both written and verbal.
• A bachelor's degree.

Responsibilities:

• Provide hands-on technical support for hardware, software, systems, and services across the organization.
• Respond to IT incidents and service requests via helpdesk tickets, phone, email, or in-person.
• Troubleshoot and resolve issues in Windows and macOS environments.
• Manage user accounts and permissions in Microsoft Azure Active Directory.
• Set up and onboard new employees, including hardware provisioning and system access.
• Maintain IT asset inventory and ensure hardware/software is up to date.
• Support MDM platforms (e.g., Intune, Jamf) and enforce security policies.
• Assist in maintaining network infrastructure including Wi-Fi, switches, and firewalls.
• Escalate complex technical issues and follow through until resolution.
• Document technical procedures, solutions, and user interactions.
• Deliver excellent customer service and maintain a high level of user satisfaction.
• Be available for on-call support approximately once every three weeks, as part of the team’s shared responsibility for critical issues.

Requirements:

• 3+ years of hands-on experience in IT support within mid-to-large scale environments (400+ users).
• Deep knowledge of Microsoft Azure AD, including user management, permissions, roles, and group policies.
• Proven experience managing employee onboarding and offboarding processes, including hardware/software provisioning, access management, and deprovisioning.
• Proven knowledge and hands-on experience with SSO (Single Sign-On) solutions and proficiency with MDM platforms such as Intune, Jamf, or similar.
• Strong experience with Windows and macOS operating systems.
• Solid understanding of Google Workspace and Microsoft 365 administration.
• Familiarity with basic networking concepts (e.g. firewalls, switches, routing, Wi-Fi).
• Experience working with AI-based tools or platforms (e.g. AI assistants, automation bots, AI monitoring tools) – a strong advantage.
• Scripting or automation knowledge (e.g. Python) – an advantage.
• Exceptional troubleshooting and multitasking skills with a proactive mindset.
• Excellent interpersonal and communication skills – both written and verbal.
• Able to work independently, prioritize effectively, and remain calm under pressure.
• Relevant IT certifications (e.g. CompTIA, Microsoft, Apple, Cisco) – a plus.
• Fluent English – verbal and written proficiency is mandatory.

In the role, you will responsible for:

• Managing the B2C teams that provides service by chat to customers, 24/7.
• Make provision for a change of mode of operation when the existing one isn’t producing maximum results.
• Give detailed statistical feedback on performance, staff evaluation and reward purposes.
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
• Build and present insights and recommendations based on data and metrics.
• Serve as the middleman between the organization and the customer service team members, to ensure smooth communication and settling of grievances that may arise in the course of work.
• Be an expert in organizational systems and have a high technical orientation.

• Previous experience as a Customer Care team lead - must
• Relevant B.A degree - advantage
• Leadership skills and phenomenal interpersonal skills
• Vast experience in leading improvement processes
• People person, creative and problem solver
• Data oriented, possesses a high level of attention to details with a strong analytical and business reasoning skills
• High level of ability to express yourself verbal and written

This role combines technical expertise with marketing creativity, encompassing tasks such as building automations and surveys in
Braze

Key Responsibilities:

• Own and optimize the customer lifecycle communications for Gett’s B2C users, focusing on retention, re-engagement, and increasing rides and deliveries through multiple channels.
• Develop, execute, and continuously improve automated marketing flows, triggered campaigns, and monthly marketing plans to maximize customer loyalty and reduce churn.
• Manage surveys and feedback to understand customer needs better and improve engagement and satisfaction.
• Lead the creation of campaign content briefs for the creative studio and collaborate closely to ensure alignment with brand and business goals.
• Full ownership of the CRM platform usage (Braze), ensuring high deliverability, open and click rates, and minimizing unsubscribes.
• Analyze campaign performance and user behavior data to optimize messaging and identify opportunities for growth.
• Coordinate with cross-functional teams, including product, data, and creative, to implement timely and relevant communications.
• Act as the key retention marketing contact for stakeholders, ensuring alignment on priorities and compliance with data and legal guidelines.
• Balance technical execution and creative input to deliver high-quality, personalized communication that resonates with customers.

• 3+ years of hands-on experience in CRM/ Retention marketing / Life cycle marketing manager roles within a B2C environment - Must
• Proven expertise in Braze, with deep knowledge of marketing automation, segmentation, and lifecycle management - Must
• Strong Hebrew writing skills with the ability to produce clear, accurate, and marketing-focused content - Must
• Strong understanding of customer lifecycle principles, including retention, reactivation, and churn prevention
• Experience creating and managing marketing content briefs, working with creative teams
• Technical skills with CRM platforms, HTML, SQL are advantage
• Familiarity with email marketing best practices and automation workflows
• Analytical mindset with the ability to derive insights and optimize campaigns accordingly
• Excellent communication and organizational skills, able to juggle technical and creative tasks
• Fluent in Hebrew and English, spoken and written
• Ability to work effectively in a fast-paced, deadline-driven environment and collaborate across departments

Responsibilities:

• Responsibility for M$ scale monthly revenue, and over 100 Corporate clients within the Nonprofit sector.
• Meet the company's budget targets by increasing SOW.
• Identify new growth opportunities within existing accounts (branches, leads for new accounts).
• Increase the number of active accounts and usage among existing clients.
• Detect and monitor early signals of at-risk accounts and provide a path to resolve strategic client issues.
• Develop trusted relationships with decision-makers from strategic accounts, and project management activities focused on generating long-term growth.
• Gain insights for customer success function through data analysis.
• Work closely with business stakeholders such: Global leaders, executive management, sales team, and marketing.

• Customer success/account management experience 2-3 years [B2B]- MUST
• Strong execution orientation.
• Working independently based on Targets and Goals, raising flags on time.
• Ability to gain trust and confidence with different customers.
• Ability to plan, while keeping a clear focus on deliveries.
• Strong analytical skills.
• Strong customer-facing and presentation skills.
• Strong oral and written communication skills.
• Strong ”Can Do” approach and Process Orientation.
• Familiarity & experience working with the largest Israeli enterprises (Banks, Accounting firms, Pharmaceutical companies, etc.)
• Hebrew speaker full proficiency -Must.
• High English speaker with high written/verbal communication skills - an advantage.

As part of the job -

• Engage with business customers to understand their needs, resolve inquiries, and deliver an outstanding customer experience via email and phone
• Examining and verify pricing details to ensure accuracy.
• Manage and resolve customer complaints professionally and efficiently.
• Provide support to Sales Managers and Account Managers to facilitate smooth operations.
• Collaborate with various departments within the company to address customer needs and streamline processes.

• Proven experience in customer service, preferably in a B2B environment.
• Quick learner with the ability to adapt to new tools and processes.
• Capable of thriving in a fast-paced, high-pressure environment.
• Strong service orientation and problem-solving skills.
• Excellent written and verbal communication skills in both Hebrew and English .
• Proficiency in computer applications (An advantage - Experience working with CRM systems, Salesforce, SAP)
• Good knowledge of Excel (SUM ,COUNT ,VLOOKUP, Pivot)