Customer Service Manager

Description

We're looking for an experienced Customer Service Manager to join Mami and take ownership of the customer service team.

You will be responsible for managing and professionally leading our outsourced customer service center, building and improving service processes, setting service standards and KPIs, and ensuring a high and consistent level of service across the customer journey.

This is a hands-on role with broad responsibility, ideal for someone who understands customer service deeply, is comfortable working with multiple stakeholders and external vendors, and knows how to build practical processes and solutions in a fast-paced, marketing-driven environment.

📍Ramat HaHayal, Tel Aviv

🏠 Full-time position with an on-site work model

What you'll do

• Take ownership of Mami's customer service team, manage, monitor and professionally lead an outsourced customer service center
• Build, implement and improve service processes, procedures, quality controls and KPIs
• Own service targets and ensure fast response times and agreed SLAs
• Adapt the service operation to a high volume of campaigns, marketing initiatives and ongoing content activity
• Work closely with Credit, Loyalty Programs, Marketing, Digital, Operations, Technology and external vendors
• Build and implement knowledge management solutions to improve service quality, consistency and response times
• Implement advanced AI tools to improve customer experience and streamline service operations
• Identify pain points, gaps and opportunities for improvement, and drive practical solutions

Requirements

• Proven experience managing customer service centers, customer service operations and/or customer experience
• Experience in customer service within consumer clubs, loyalty programs and/or credit card companies
• Experience working with an outsourced customer service center or external service provider
• Experience building service processes, procedures, KPIs and quality controls
• Hands-on experience implementing and working with advanced AI tools
• Strong analytical, organizational and problem-solving skills
• Ability to work in a fast-paced environment with multiple stakeholders and priorities
• Strong customer service orientation and high service standards
• Excellent communication and interpersonal skills, with strong attention to detail and the ability to see the bigger picture
• Experience with knowledge management systems - advantage

About Mami

Mami is a fast-growing B2C commerce startup built on community, trust, and authentic connection. What started as Maayan Adam’s creator-led store has become a leading consumer brand with over 400,000 active users. Now, Mami is evolving into a tech-driven platform empowering creators and communities to build their own personalized shopping experiences, redefining how people connect, create, and shop online.