A leading group providing services to government ministries and local authorities is launching a large-scale national customer service operation.
We are seeking an experienced Head of Customer Service to lead the Ashkelon site, managing approximately 250 customer service representatives – around 50% of the total national service operation.
This is a senior leadership role with full responsibility for building, scaling, and managing a complex, high-volume customer service array from launch onward.
Key Responsibilities:
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Full responsibility for managing a large-scale customer service array with approximately 250 representatives
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Direct management of team leaders, shift managers, and senior service roles
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Full ownership of high-volume recruitment through an in-house Recruitment Lead, responsible for end-to-end hiring and workforce planning
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Management of Back Office, quality, training, and service support functions
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Driving service performance using data, KPIs, SLAs, and continuous improvement processes
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Leading teams handling tens of thousands of customer inquiries per day
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Close collaboration with technology and systems teams, including future AI-based service environments
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Building a strong service culture focused on accountability, engagement, and service excellence
Mandatory Requirements:
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Proven experience managing large customer service teams, including at least 50 representatives and management of managers
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Experience leading distributed and shift-based teams
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Strong data orientation and experience working with dashboards and service metrics
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Proven ability to motivate, scale, and stabilize large teams
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High technological orientation and openness to AI-driven service transformation
What’s in it for you:
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A senior leadership role with exceptional scale and real impact
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Opportunity to build and lead one of the largest public service customer service arrays in Israel
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Direct influence over structure, people, service quality, and technology adoption
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Long-term role within a stable and growing group
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High visibility role with national-level responsibility
Operational Details:
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Location: Ashkelon
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Service operating hours: 08:00-20:00
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Go-live date: March 1
