Technical Support Manager

hace 1 semana


Madrid, España Sinch A tiempo completo

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.
Sinch's 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 Sinch Engage and Chatlayer 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.

**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 team's 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
- 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.



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