Lead, Customer Support
Posted 23 days ago
You'll complete your application on Sinch's career site.
About the Role
As a prominent international provider of communications platform services, the organization offers a wide array of tools and APIs that allow companies to engage with their clients via email, voice, conversational AI, and messaging. Acting as a critical infrastructure backbone, the firm supports enterprises and service providers with needs ranging from identity authentication and marketing initiatives to reliable, high-volume alerts. Utilizing extensive carrier network integration, the business facilitates smooth international interaction across various formats, including WhatsApp, RCS, and SMS. The Customer Support Lead is essential to upholding the organization's reputation for superior service. In this supervisory capacity, you will manage the support team's everyday functions, build an encouraging and energetic atmosphere, and guarantee that client engagements are managed both promptly and correctly. You will serve as a vital connection between staff and leadership, centering your efforts on operational success, performance mentoring, and the career advancement of your team to maintain a high level of customer satisfaction.
Requirements
- Possess two to three years of experience in a supervisory role within a support department.
- Demonstrate a history of successful team management, specifically concerning KPI monitoring, quality control, CSAT metrics, and chat-based support.
- Exhibit proficiency in CRM tools and methodologies.
- Maintain a high level of verbal and written English fluency.
- Show strong interpersonal and communication abilities for agent coaching, conflict mitigation, and professional customer engagement.
- Display robust critical thinking, time management, and problem-solving skills, paired with accountability, flexibility, and the ability to work effectively in a high-pressure, collaborative environment.
Responsibilities
- Supervise daily activities, including task assignment, shift scheduling, and the establishment of team objectives and performance indicators.
- Provide ongoing appraisals and guidance to foster professional growth and enhance product expertise among agents.
- Evaluate customer chats and emails to verify that issues are addressed within defined timelines and meet quality expectations.
- Manage complex escalations, resolve difficult customer issues, and propose enhancements to documentation gaps.
- Promote a positive work culture through transparent dialogue, team-building exercises, and effective conflict mediation.
- Generate regular reports on team performance metrics for leadership to ensure alignment with organizational goals.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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