Rapyd Customer Support Team Leader 

Israel 

822754104

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As a Customer Support Team Leader you will be responsible for:

• Lead, mentor, and manage a team of 15 T1 support agents, ensuring full coverage and high performance.
• Define and implement processes, tools, and best practices to meet team KPIs and service SLAs.
• Oversee daily support operations, prioritizing incoming issues and driving improvements.
• Collaborate with R&D, Product, Escalation, and CS teams to ensure customer issues are resolved effectively.
• Foster a high-performance culture, developing team members’ skills and career growth.
• Identify and address customer experience gaps based on data-driven insights.

• Proven experience as a Team Leader.
• 3+ years in Technical Support – a must.
• Strong problem-solving skills and a “Can-Do” attitude.
• Ability to thrive under pressure in a dynamic work environment.
• Excellent customer service orientation and leadership abilities.
• Fluent English (written & spoken) with strong communication skills.
• Experience with Postman, Salesforce, HubSpot, Jira, Confluence.