Support Operations Lead

Cross River

Support Operations Lead responsible for optimizing processes at Cross River, a fintech company. Collaborates cross-functionally to enhance customer and employee experiences through effective operations.

Posted 6/16/2026full-timeJerusalem • 🇮🇱 IsraelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Design, implement, and continuously improve support processes, workflows, and operational standards.
Identify inefficiencies and drive automation initiatives to improve productivity and customer satisfaction.
Drive initiatives to improve service quality, operational efficiency, and customer experience.
Lead operational readiness for new product launches, feature releases, and organizational changes.
Collaborate with Support Leadership, Product, Engineering, Customer Success, and Business Operations teams.
Define and monitor key support KPIs.
Build dashboards and reports to provide visibility into support performance and trends.
Analyze operational data and present recommendations to leadership.
Own and optimize support platforms such as CRM, ticketing, workforce management, and knowledge management systems.
Partner with IT, Engineering, Product, and Customer Success teams on system integrations and enhancements.
Evaluate and implement new technologies, including AI-powered support solutions.

Requirements

What you’ll need

Native-level fluency in both English and Hebrew (written and verbal) - Must
Bachelor's degree in Business Administration, Information Systems, Engineering, or related field- Must
5+ years of experience in Support Operations, Customer Support, Technical Support, Business Operations, or related roles- Must
Experience working with support platforms such as, ServiceNow, Jira Service Management, Monday or similar tools- Must
Strong analytical skills with experience in reporting and dashboard development- Must
Advanced proficiency in PowerBI and data analysis tools- Must
Proven project management experience
Excellent communication and stakeholder management skills
Availability working in some US hours Sunday - Thursdays

Benefits

Comp & perks

Flexible hybrid work model: three days a week at our Jerusalem office
Monthly wellness reimbursement – from therapy to gel manicure, it's up to you
Full Keren Hishtalmut, private health and dental insurance
Volunteer days, donation matching, Yoga and Pilates
A supportive, collaborative culture that puts our people first

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

support processesworkflowsoperational standardsautomation initiativeskey support KPIsreportingdashboard developmentdata analysisproject managementAI-powered support solutions

Soft Skills

analytical skillscommunication skillsstakeholder managementcollaborationcustomer satisfactionservice qualityoperational efficiencycustomer experienceleadershipproblem-solving