Arbetsbeskrivning

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

DESCRIPTION

As the Team Lead for Global Senders, you will provide leadership and operational oversight for a team of 2 Technical Account Managers responsible for delivering exceptional white-glove support to top-tier enterprise clients. You will play a critical role in managing the team's performance, driving customer satisfaction, and ensuring the successful resolution of technical issues. Reporting directly to the Global Head of Technical Account Management, you will collaborate closely with stakeholders across regions to align support strategies with company goals and client expectations.

This position is ideal for a results-driven individual with strong leadership and customer relationship skills, who is adept at managing complex technical support operations in a dynamic, fast-paced environment.

The role requires a minimum 5-7 years of experience and working directly with large clients and in a similar field is preferable. The Team Lead will perform a variety of tasks, work with a wider virtual team and be successful in ensuring the CX remains high. A self starter requiring the minimum of supervision is expected, as well as a candidate used to working in a fast paced, fast changing environment. Working as part of the customer facing team to deliver a best in class service, driving a high level of customer satisfaction and being at the heart of this.

Key responsibilities include:

• Team Leadership: Provide daily leadership and support to the Global Senders team, fostering a culture of collaboration, accountability, and continuous improvement.
• Performance Management: Set and track performance metrics for the team, ensuring key operational and customer satisfaction targets are met or exceeded.
• Client Escalation Management: Act as the primary point of contact for critical customer escalations within the Global Senders portfolio, coordinating timely and effective resolutions in close partnership with technical and operational teams.
• Stakeholder Collaboration: Work cross-functionally with service operations, product, engineering, and global support teams to ensure alignment on customer priorities and service level agreements.
• Operational Excellence: Develop and implement processes to streamline support workflows, enhance service delivery, and optimize resource allocation within the team.
• Reporting & Analysis: Provide regular reporting on team performance, customer satisfaction, and service delivery KPIs to the Global Head of Technical Account Management.
• Professional Development: Mentor and coach team members, fostering their career growth and ensuring they have the tools, knowledge, and training to succeed.
• Continuous Improvement: Identify and act upon opportunities to improve the support experience for clients and internal stakeholders, driving initiatives to enhance service quality and efficiency.

REQUIREMENTS

• Experience: Minimum of 5-7 years of experience in customer support, technical account management, or a related role, with at least 2-3 years in a leadership capacity.
• Industry Knowledge: Strong understanding of the CPaaS, cloud communications, or enterprise software industries is preferred.
• Technical Aptitude: Experience working with complex technical issues and managing support for enterprise clients, with the ability to guide a technical team through problem-solving processes.
• Leadership Skills: Proven experience in managing and developing high-performing teams, with a track record of driving operational excellence and customer satisfaction.
• Communication: Excellent verbal and written communication skills, with the ability to effectively interact with senior management, clients, and technical teams.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to navigate complex technical environments and deliver effective solutions to customer issues.
• Customer Focus: A customer-centric mindset with a passion for delivering an exceptional client experience.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!