Head of Support Israel, CXI International Operations

The CXI International Operations group is responsible for delivering exceptional support experiences to customers, merchants, and couriers across all Wolt and Deliveroo markets. We're looking for a Head of Support, Israel, to strengthen Wolt Israel's Customer Support as a key competitive advantage. This role is responsible for the overall customer experience and satisfaction of both consumers (B2C) and partners (B2B—including restaurants, retail partners, and couriers), ensuring exceptional real-time support while driving customer retention and loyalty.

The Head of Support will lead an organization of more than 2,000 people across in-house and outsourced operations in Israel and abroad. The role is also responsible for leading the Israel Strategy & Operations team and partnering closely with stakeholders across Product, Operations, Analytics, Workforce Management, and other functions.

As the Head of Support, you will play a pivotal role in maintaining Wolt’s reputation for customer obsession, leading a large-scale support organization, and driving strategic improvements. Your day-to-day responsibilities include:

• Drive Quality of Service: Build a customer-centric culture focused on quality, ensuring a consistent tone of voice, robust quality assurance and coaching programs, and fair and effective performance management across all teams.
• Lead and Develop Senior Leaders: Lead and mentor a team of senior leaders across the Israel Support organization, including Site Managers, Vendor Managers, and Strategy & Operations Managers, while fostering a culture of innovation, operational excellence, ownership, and accountability.
• Own the Support Budget: Oversee and manage the support budget, ensuring the strategic allocation of resources across teams and initiatives. Drive cost efficiency through operational improvements, optimized refund spend and deductions, and streamlined organizational structures.
• Serve as a Member of the Israel Leadership Team: Partner closely with leaders across Courier Operations, Merchant Operations, Marketing, and other functions to create new collaboration models that proactively address customer pain points.
• Partner with Global Teams: Collaborate with Global Workforce Management, Content, Quality & Training, Shared Service Centers, Product, and Analytics teams to strengthen global-local collaboration and serve as the Directly Responsible Individual (DRI) for high-impact regional initiatives.
• Drive Innovation: Partner with Global teams to design and implement new operating models for Wolt Support while remaining true to Wolt's customer-centric values.

• At least 5 years of experience leading customer support organizations of more than 200 support associates, team leaders, and shift managers.
• Native Hebrew speaker with strong English proficiency.
• Proven track record of developing, mentoring, and promoting support professionals across multiple leadership levels.
• Experienced change leader with demonstrated success improving key operational KPIs through structured planning and execution.
• At least 2 years of experience managing analysts and project managers within Customer Experience or Customer Support organizations.
• Experience implementing customer support platforms and CRM systems.
• Strong cross-functional collaboration skills with a proven track record of leading complex cross-departmental initiatives.
• Strong operational leadership experience in fast-paced environments.
• Excellent communication skills with the ability to inspire, motivate, and develop teams.

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! We will be reviewing applications on an ongoing basis, so send through your application along with your CV as soon as possible! 💙