Job details

Deputy Manager/Manager - Customer Support

We are Sinch. The world's #1 in mobile engagement, helping amazing companies communicate with customers. And whether or not you know us you've definitely used our technology.
From messaging to voice, email, verification, and more, their extensive suite of APIs and applications supports all your communication use cases, whether you need a single API or want to take the leap to omnichannel. More than 150,000 businesses, including many of the world’s largest tech companies, rely on Sinch and its global Super Network to connect with their audience anywhere in the world. They have the most direct, secure, and reliable tier-1 network for messaging, voice, and email, powering over 700 billion engagements per year. Sinch has been profitable and fast-growing since its foundation in 2008 and currently has a local presence in more than 60 countries.

The essence of the role

As Deputy Manager/Manager - Customer Support, you will develop relationships with customer by resolving their queries related to product/application.

As our new ROLE you will:

Provide regular updates to the all-stake holders, knowing and addressing customer requirements will be an important aspect of the measurement.
Regular check on process hygiene and latest updates or amendments
L2 Support: Single point of technical contact who can address technical queries and suggest best practices and coordination of issue management and problem resolution.
Work closely with CSM and collaborating with relevant teams to voice customer pain points
Coordinating with product and engineering team to have timely updates about the new releases
Customer On-Boarding and Activation with educational content and training: To ensure to be in sync with client and the internal Team to complete the onboarding process within the defined TAT.
Demonstration session : Being equipped with strong writing and communication abilities.
Familiarity with customer support tools, such as Zendesk, JIRA, or Salesforce
Customer centric Approach : Fair knowledge about the basic hygiene practices followed for Customer Support
Configuration Management, Campaign Execution, Alert Monitoring , daily reporting , Maintain and update all relevant documents.
Ability to work in a fast-paced environment and handle multiple priorities simultaneously.

Who are you?

In order to contribute in this role you have:

4-6 years of experience in technical support or a related field.
Strong communication and interpersonal skills.
Teamwork skills with a problem-solving attitude.
Understanding of Ticketing Tools/CRM.
Expertise in MS Office and other related tools for task management.
Excellent Communication Skills.

Big Plus

Experience in CRM.

Being you at Sinch

We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Your life at Sinch

Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you’ll be reaching for the opportunities that match where you want to take your career. It’s closer than you think.

Are you ready? Apply and join us on our journey!