AutoDS - Automatic Dropshipping Tools

Global Support Manager

AutoDS - Automatic Dropshipping Tools

full-time

Posted on:

Location Type: Hybrid

Location: Tel Aviv • 🇮🇱 Israel

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Job Level

SeniorLead

Tech Stack

Cloud

About the role

  • Define and execute a global support strategy aligned with AutoDS’s CX vision and business goals
  • Build service frameworks (Standard, VIP, Premium) with clear SLAs, expectations, and differentiated experiences
  • Drive the transition from reactive to proactive and predictive service delivery
  • Build strong collaboration with Product, Operations, Data, CS Operations, Documentation, Learning, and Support QA teams to reduce friction, improve efficiency, strengthen insights, and elevate the overall customer journey
  • Enhance live chat experiences across all teams, ensuring faster, more seamless, and personalized support interactions
  • Define and manage key Support KPIs - CSAT, FCR, AHT, CES, QA, deflection, and agent productivity
  • Lead process optimization across ticketing, escalation, and automation workflows
  • Oversee the implementation, governance, and performance of Intercom as the core support platform
  • Build structured reporting and dashboards that support data-driven decision-making
  • Collaborate with the AI and Documentation teams to enhance self-service and improve AI response accuracy
  • Act as the Voice of the Customer, representing insights to Product and Operations for continuous improvement
  • Lead, mentor, and inspire a global management team and their respective support groups
  • Foster a culture of ownership, growth, accountability, and continuous improvement
  • Develop structured career paths and performance frameworks for team leads and agents
  • Encourage cross-team collaboration across diverse regions (Philippines, Greece, Brazil, Israel, UK, Venezuela, Portugal, and more)
  • Balance empathy and high performance - building an environment of trust, transparency, and excellence

Requirements

  • 10+ years of experience in Customer Support, with 3–5 years in a senior global management role (50+ people)
  • Proven experience in B2C SaaS, eCommerce - a big advantage
  • Demonstrated success in creating a tiered support structure and integrating AI and automation into support operations
  • Hands-on experience with Intercom (or similar platforms such as Zendesk, Freshdesk, Salesforce Service Cloud)
  • Deep understanding of support KPIs, analytics, and dashboards; capable of using data to drive strategic decisions
  • Excellent leadership, communication, and cross-cultural management skills
  • Strategic thinker who can balance vision with operational execution
  • Bachelor’s degree in Business, Operations, or a related field
Benefits
  • Health insurance
  • Flexible working hours
  • Opportunities for professional development
  • Remote work options
  • Team building activities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportsupport KPIsdata analyticsprocess optimizationautomation workflowstiered support structureAI integrationreportingdashboardsB2C SaaS
Soft skills
leadershipcommunicationcross-cultural managementstrategic thinkingcollaborationempathyaccountabilitytrusttransparencycontinuous improvement