Support Manager - US

Are you interested in working at an international fast growing tech company in a customer support organization that thrives in supporting and helping each together? Are you looking for an opportunity where you can grow professionally and at the same time help others grow? Great! Because Sinch is looking for a Support Manager, who will help in ensuring the best possible tech support for our Enterprise clients in the US.

We are Sinch. We're on every phone and every channel - right across the globe. Our tech supports over 3,000 businesses with over 147 billion transactions every year. So, imagine what that could mean for your career. This is a place where you can dream bigger than ever and solve fascinating challenges alongside amazing experts.

It won't be easy though. When you're talking about this level of exposure and impact, you must be absolutely on it. And because we believe that equal opportunities are the key to our success, no matter who you are, you'll be able to explore new career options and growth opportunities - whether that's building on your skills, trying something new, or exploring new horizons. Join us as Support Manager in the US and discover a whole world of challenges.

The essence of the role

Your main duties will be to manage the US Support team. Focusing on our regional key accounts in the US and working closely with both clients and sales to ensure the best possible support experience.

Key responsibilities include:

• Lead, manage and develop the US support team
• Ensure that department KPI's are tracked and met
• Work with local targets and priorities for the US market
• Escalation point for US client issues and tickets
• Assigning team members to short- or long term client focus initiatives
• Drive suggestions and improvements to tools and processes
• Regular review of team and individual performance
• Plan and perform training sessions with the team

Who are you?

You love IT and problem solving. You have strong customer focus and a desire to always create value for your stakeholders. The role requires you to have the ability to work independently and take full ownership of your own work as well as be a team player.

• Ability to keep multiple tasks active at once
• Proven ability to meet tight deadlines and take on multiple assignments
• Natural understanding of customer experience and seeing the client's perspective
• Proven track record of building documentation and processes
• Excellent communicational skills and good at managing expectations
• Good educational skills and passionate about coaching others
• People's person that can motivate and elevate performance of others

In order to contribute to the role you have:

• An engineering degree in telecommunications or equivalent technical experience
• Knowledge of telecommunications, networking, and Internet Protocol essentials
• Minimum of 2 years' experience from IT-support and experience from ticketing systems
• 2-3 years of experience from a team lead role
• Experience working closely together with other teams and managing expectations
• Working knowledge of mobile devices and web protocols (SMPP, HTTP, XML, REST)
• Exposure to business intelligence / big data reporting tools (e.g., tableau, business objects)
• Experience with interacting with and influencing corporate stakeholders and Enterprise customers
• You will have excellent (English language) communication skills - written and spoken

Big plus!

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

• Experience from a people/team management position - preferably within a telecom related company (e.g. comprising goal setting and development/growth talks, KPIs, 1:1's)

Ready? Join us on our journey!

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, color, 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.

It's time to chase the answers, chase the challenges and chase the dream.