Technical Support Manager - Level 1
Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.
More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation in 2008.
Sinchs core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 4,000 employees across 55 different countries.
The SaaS Applications team is responsible for the Conversational products and on which Sinch’s customers can easily build campaigns, use AI chatbots and converse using livechat through communication channels like WhatsApp, Instagram, Telegram, Apple Business Chat, Line, Kakao Talk, and other telecommunications channels like SMS, MMS, and RCS.
As L1 Support Manager you will be responsible for overseeing a team of L1 support specialists who provide technical assistance and support to customers. The ideal candidate will have a strong background in technical support, excellent communication skills, and the ability to manage and motivate a team.
Your responsibilities
Manage a team of L1 support specialists, including setting performance expectations, providing regular feedback, and conducting performance evaluations
Ensure the team meets or exceeds established service level agreements (SLAs) for response time, resolution time, and customer satisfaction
Identify areas for process improvement and develop and implement solutions to improve efficiency and customer experience
Analyse support metrics and provide regular reporting to management
Work closely with other departments, such as engineering, product, and customer success, to ensure a seamless customer experience
Hire and train new team members as needed
Serve as a point of escalation for complex customer issues
Manage the teams schedule to ensure adequate coverage and availability for customers
Requirements
In order to contribute to this role, you have
Minimum of 3 years of experience in technical support or a related field
Minimum of 1 year of experience managing a team of support specialists
Strong communication and interpersonal skills
Ability to analyse and interpret data to drive process improvements
Proven ability to manage a team to meet or exceed SLAs and KPIs
Familiarity with customer support tools, such as Zendesk, JIRA, or Salesforce
Ability to work in a fast-paced environment and handle multiple priorities simultaneously
Passion for customer service and a commitment to delivering exceptional customer experiences.
Requirements
The L1 team is based in several locations, there are no requirements based on Location
You speak fluent English, all additional language skills are a plus
Hiring process
This is an internal job position – if you want to apply, please provide a motivation letter focusing on two topics
Why do you feel you are the best candidate for the role
What do you feel are the two biggest challenges within the support structure today, and how can we tackle these
Your motivation letter will be discussed during a meeting with Sean Depecker, Director of Operations, SaaS Applications.
Sinch
Fecha de publicación: 24/02/2023
