דרושים Sales Support Team Lead ב-Gett ב-Israel, Tel Aviv-yafo

In the role, you will responsible for:

• Manage a team of 15 representatives and 4 seniors that provides service by phone to drivers and 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

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

We handle high-scale financial transactions, ensuring accuracy, compliance and reliability.

You will be working in collaboration with other team leaders and team members at Gett on requirements, design, and development.

Requirements:

• Minimum 3 years of experience as a Team Leader, managing a global team of experts that span across multiple countries.
• Minimum 5 years of experience in Backend development of complex systems.
• BSc in computer science/engineering.
• Experience working with SaaS systems, microservices architecture & large-scale environments.
• Highly proficient in a modern programming language such as Golang, Ruby, Python, Java, C# - Must
• Strong Leadership skills – Ability to inspire, motivate, train, and manage the team to meet high goals.
• Solid experience leading a team in Agile methodology.
• Extensive experience leading design and architecture related activities.
• Experienced with Docker/Kubernetes technologies - advantage
• Experienced with AWS/ other Cloud providers - advantage
• Experienced with Billing flows and domain - advantage
• Hands-on capacity.
• Excellent English communication skills, both verbal and written.

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)

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)

Responsibilities:

- Improve service level delivery to B2B clients using CSAT and SLA as guiding parameters

- Previous experience in designing, implementing and leading processes
- at least 2 years

- Master abilities in Excel ,PowerPoint

- Salesforce- big advantage