Jerusalem District, Israel
With close to two decades of experience across professional services, recruitment, account management, and SaaS support leadership, I specialise in building trusted client relationships, creating operational clarity, and delivering measurable outcomes in fast-paced environments. I began my career training as a lawyer in London, gaining a strong foundation in stakeholder management, precision, and deadline-driven delivery. Seeing the client experience first-hand led me into recruitment, where I built and scaled desks supporting law firms and the Lloydโs market, advising both candidates and hiring managers on building high-performing teams. I then moved into account management to help a broader range of clients grow their social media presence, before making aliyah to Israel in 2022 and stepping into commercial leadership as a business development team lead. Most recently, I led global customer support operations for Upsell.com (ex ReConvert), owning multi-timezone support delivery, escalation management, incident coordination, and process and tooling improvements, including automation and AI-enabled workflows. I partnered closely with Product, Engineering, and Sales to improve customer experience, operational efficiency, and retention, while developing scalable SOPs, onboarding, and performance frameworks. I am now exploring my next opportunity in Customer Success, Support Leadership, or Customer Operations where I can combine strategic relationship management with hands-on execution to build high-performing teams and customer-centric systems that scale.
Led global Technical Support and Customer Success operations end-to-end, building the function from zero through stack selection, SOPs, QA standards, and KPI management to deliver consistent service at scale. Owned escalations and strategic account relationships while partnering cross-functionally with Product, Engineering, and Sales to improve reliability, retention, and expansion outcomes. Built and operationalised SLAs and a follow-the-sun support model for 24/7 coverage. Designed scalable multi-timezone workflows, documentation, and internal guidelines; monitored SLA performance and operational metrics to drive continuous improvement. Acted as escalation point for complex technical issues; coordinated incident response with Engineering to maintain availability standards. Built customer health and adoption programmes across onboarding and lifecycle; maintained 95%+ retention for strategic accounts (as provided). Defined OKRs, performance frameworks, hiring criteria, onboarding, and training to develop and mentor a high-performing team. Implemented tooling and automation, including AI-enabled initiatives to improve response quality and speed.
๐ฐโ๏ธ I secured cash advance options for US and Canadian businesses looking for funding.โ๏ธ๐ฐ Engaging in conversations with prospective and existing clients and matching them with lenders tailored to their unique requirements. Making an average of 300+ calls per day.
Increasing social media engagement and driving sales through exciting and engaging social media marketing campaigns ๐ช
Consultant within the Accounting team, recruiting permanent finance and accounting roles across the Lloydโs market, spanning part-qualified to qualified hires, including Syndicate Accountants, Financial/Management/Technical Accountants, IBA, Treasury, and finance operations and data improvement specialists. ๐๐๐ฌ๐ญ๐ข๐ฆ๐จ๐ง๐ข๐๐ฅ๐ฌ โJordan was very helpful with my job hunting process. He got me an interview with a company I really liked and ensured I was well prepared by providing helpful resources for the interview. I would recommend Jordan from HFG as the service he provided was exceptional.โ โHaving met with many recruiters, I was pleasantly surprised with [Jordan's] knowledge and professionalism as well as his honest and to the point approach. It would be a pleasure to work with [him]...โ
Consultant in the Private Sector Accounting team, recruiting permanent finance roles into private practice law firms across part-qualified to qualified levels, covering positions including Financial/Management Accountant, Credit/Revenue Controller, Billing, and Legal Cashier. ๐๐๐ฌ๐ญ๐ข๐ฆ๐จ๐ง๐ข๐๐ฅ โJordan is unlike any recruiter Iโve spoken to. He listened to what I had to say and helped me break down what was important to me in a role and what I needed to aim for. Jordan is very helpful and always on the other end of the phone if/when you need to speak to him. Jordan is not only focused on getting you a job, but heโs focused on getting you the best one suited for you. Considering I was offered the first job he had me interviewed for speaks for itself and it had everything I sought after. Would highly recommend."