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

Our global support team is constantly evolving, and we are restructuring to enhance scalability and efficiency. As our new Manager Support in Stockholm, you will be at the forefront of our mission to deliver an effective and world-class support organization. You will be one of two Support Managers handling customers all around the globe, reporting directly to the VP & Head of Support.

Your primary responsibility will be to direct and lead a dedicated, globally distributed Support department. This includes full personnel management, such as conducting performance and salary reviews and fostering the professional development of your team members. You will also be tasked with monitoring financial and profitability targets to ensure the team's success.

• Develop the regional support business and strategy.
• Serve as the main point of contact for support-related questions with 3rd party suppliers.
• Continuously refine and improve customer support processes and workflows.
• Ensure that the Sinch Support team consistently meets and exceeds customer SLAs.
• Meet with key customers to report on performance and build strong relationships.
• Support the Sales team in reviewing SLAs and accurately estimating support efforts in RFx processes.

REQUIREMENTS

We are looking for a highly experienced and business-oriented leader with a passion for customer service and complex problem-solving. The ideal candidate will have a proven ability to collaborate effectively with both internal and external stakeholders. You bring a positive attitude, an open mindset, and a deep technical background to the team.

• A University Degree in Telecommunications Engineering or a related technical field.
• Extensive experience in senior technical roles within the telecom industry, including deep expertise in OCS/VAS.
• Several years of experience in a leadership role, managing technical teams in a global context.
• Significant experience with customer interaction and management, ideally across regions like Asia, Africa (AMEA), and LATAM.
• Proven expertise across multiple vendor technologies for OCS and VAS platforms.
• Excellent communication and leadership skills in English.

Big plus!

You'll stand out from the crowd if you have:

• Knowledge of business cultures in the Middle East.
• Strong knowledge of BSS/OSS applications, preferably Sinch’s "Nobill” platform.
• Experience in project management, including RFP preparation, capacity planning, and acceptance testing (ATP) for new services.

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!