Support Team Lead
About the Role
As a Support Team Lead, you’ll take ownership of our customer relations and play a key role in shaping the experience of millions of users. Beyond managing day-to-day support tickets, you’ll oversee customer feedback across social media, review platforms, and other public-facing channels. This is your chance to lead a dynamic team, tackle complex challenges, and help create seamless customer experiences that align with our mission to empower digital live.
Responsibilities
- Lead, mentor, and inspire a team of support specialists to deliver exceptional customer service.
- Respond to and resolve customer issues across public-facing channels, including email, Trustpilot, app stores, and social media.
- Optimize support protocols to drive deeper user engagement and satisfaction.
- Analyze customer feedback and transform insights into actionable business recommendations.
- Collaborate with cross-functional teams to align messaging and enhance the overall customer experience.
- Define, monitor, and report on support KPIs to ensure consistent performance and growth.
Requirements
- 2+ years of experience leading a support or customer service team.
- 3+ years in direct customer-facing roles within B2C companies (required).
- Proven track record in handling technical issues and escalations effectively.
- Strong communication, interpersonal, and leadership skills.
- Fundamental knowledge of APIs and CRM tools (e.g., Zendesk, Live Chat).
Who We Are
Our mission is to secure every user around the world from next-generation cyber attacks, identity theft, and privacy invasion.We are a team of cyber experts led by CEO Kobi Kalif and CTO Andrew Newman, former lead security program manager at Microsoft. Our leaders have established themselves in the fields of enterprise-grade cybersecurity, machine learning, and artificial intelligence.
Our Reason to Believe
We believe that digital security is a fundamental right for everyone. Our mission is to protect all three generations of the family from the ever-evolving threats of identity theft, cyberattacks, and privacy invasion. By safeguarding individuals and their families, we enable people to live their best digital lives, safely.
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