Itzik Wolff
Customer Success & Support Manager
Petaẖ Tiqwa,M
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridSummary
Customer Success and Support Manager with 15+ years of experience owning post-sale customer experience and leading global Tier 1 and Tier 2 teams at scale. Proven track record of maintaining 95%+ SLA performance, reducing escalations, and improving customer satisfaction through data-driven, scalable operations. Strong cross-functional leader partnering with Product, Engineering, and Operations.
Experienced with leading customer support teams to deliver exceptional service. Utilizes effective problem-solving techniques to ensure high customer satisfaction. Track record of enhancing team performance and streamlining support processes.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Senior Customer Support Manager
Cross River
01.2023 - Current
- Own post-sale customer experience across global Tier 1 and Tier 2 support operations, leading 2 direct and 15 indirect team members across multiple regions
- Serve as a senior escalation point for high-impact customer issues, balancing rapid resolution with long-term customer trust
- Maintained 95%+ SLA performance while supporting high operational volumes in a regulated Fintech environment
- Improved customer onboarding, transparency, and ongoing communication through scalable, customer-centric processes
- Partner closely with Product, Engineering, and Compliance to resolve complex issues and prevent recurring customer pain points
- Reduced customer escalations by redesigning triage workflows and improving first-contact resolution across global teams
- Restructured global workflows to reduce resolution times by 18% and strengthen customer confidence
- Key Achievements
- Built unified global workflows, improving operational efficiency and visibility, while increasing customer satisfaction scores by 10–15%
- Enhanced customer loyalty and trust through proactive communication and structured escalation management
Customer Support Manager
Rapyd
01.2021 - 01.2023
- Owned Tier 2 post-sale customer experience across EMEA, APAC, and the Americas, ensuring consistent service quality for a global customer base
- Acted as a senior escalation owner for complex customer issues, balancing rapid resolution with long-term relationship health
- Designed and implemented executive KPI dashboards, translating customer support data into insights that informed strategic and customer-facing decisions
- Launched new global support centers and optimized workflows, improving customer response times by 20%
- Built Salesforce automations to streamline case management, improve reporting accuracy, and strengthen cross-functional communication
- Key Achievements
- Reduced escalations and improved SLA performance through proactive issue identification and redesigned Tier 2 workflows, decreasing customer complaints by 25%
- Delivered customer insights that supported retention, account stability, and service quality improvements
Senior Manager, Technical Customer Support
Finastra
01.2011 - 01.2021
- Owned post-sale customer experience for 100+ enterprise cloud customers, leading 30+ Tier 1 and Tier 2 engineers (6 direct, 24 indirect reports)
- Led enterprise onboarding and early customer engagement, ensuring successful adoption and long-term account health
- Conducted business reviews, KPI analysis, and service optimization initiatives focused on customer outcomes
- Partnered cross-functionally with Product and Engineering to accelerate resolution of complex issues and address systemic customer pain points
- Mentored teams toward proactive, relationship-driven support and customer success models
- Key Achievements
- Built and scaled global support teams in the Philippines, improving coverage and availability for 100% of enterprise customers
- Led a Customer Advocate Group for strategic accounts, strengthening relationships with high-value customers
- Increased customer satisfaction and adoption through data-driven improvements and proactive engagement, raising CSAT by 15%
Skills
Customer relations
Team building
Training and mentoring
Account management
Escalation handling
Training and coaching
Client relationship building
SLA management
Tools & Platforms
Support & Ops Tools: AWS, Salesforce, Zendesk, ServiceNow, Jira. Monitoring & Data: Monday, Postman, Kibana, Datadog, Looker, SQL
Languages
English
Bilingual or Proficient (C2)
Hebrew
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Support Manager - Cross River
01.2023 - Current
Customer Support Manager - Rapyd
01.2021 - 01.2023
Senior Manager, Technical Customer Support - Finastra
01.2011 - 01.2021