Lead, Customer Support

Job not on LinkedIn

🔥 19 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sinch

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 $48.8M Post-IPO Debt - Sinch on 2024-09

Consulting • Logistics • Marketing

Sinch is a global communications platform (CPaaS) that provides APIs and applications for messaging, voice, email, verification, and conversational AI, along with network connectivity and telco services. It enables businesses to run marketing campaigns, send notifications and alerts, verify identities, and support customers across SMS, RCS, WhatsApp, email, and voice channels, backed by large-scale operator connections and infrastructure. Sinch serves enterprises and communication providers with scalable, secure messaging and voice infrastructure and developer-focused APIs and tools.

📋 Description

• Provide encouragement and support to team members, communicate team goals and identify areas for additional training or skill development • Set clear team goals and KPIs, monitor team performance against agreed metrics, and provide regular performance feedback and evaluations • Oversee the day-to-day operation and performance of the team, including delegating tasks, setting project deadlines, and coordinating coverage when team members are unavailable • Monitor customer interactions, including chats and inbox activity, to ensure enquiries are handled accurately and within appropriate timeframes • Provide guidance and coaching to customer service agents • Assist agents with customer queries and support complex or challenging situations • Handle customer escalations and escalate further to management when required • Interact with customers, answer enquiries, and handle customer complaints • Manage ClickSend notification channels from clients and ensure enquiries are actioned and answered • Monitor inbox activity and timely actioning of assigned emails • Identify knowledge-base gaps and recommend improvements • Consult with the Support Manager on busy periods, recurring issues, and help-guide improvements • Identify training needs and support team members’ skill and product-knowledge development • Create a healthy, motivating team environment with open communication and positive culture • Listen to feedback and help resolve issues or conflicts • Motivate team members and recognise areas requiring additional support • Plan and organise team-building activities • Deliver regular reporting and updates to the Customer Success Manager on team performance, metrics, and areas requiring attention • Meet agreed KPIs and work toward Company OKRs • Maintain effective team performance and customer service standards • Ensure customer enquiries and support channels are actioned in a timely manner

🎯 Requirements

• 2–3 years of experience as a Team Leader or in a similar role • Proven experience managing and supporting customer service teams • Knowledge and experience working with performance metrics and KPIs, including CSAT and metrics associated with managing a chat team • Experience in team training, coaching, and identifying development needs • Proven customer support experience • Strong customer engagement skills, with the ability to communicate with customers in a courteous and professional manner • Familiarity with CRM systems and practices • Fluent in English, both written and verbal • Excellent communication and presentation skills • Strong critical thinking and problem-solving skills • Strong time-management, organisational, and multitasking skills, with the ability to prioritise effectively and work under pressure • Sense of ownership and pride in your performance and its impact on the company’s success • Ability to work collaboratively as a team player • Strong interpersonal and communication skills • Customer Service • Customer Support Team Management • CSAT and Customer Service Metrics • Guiding, Monitoring and Leading Teams • Training and Coaching • Product Knowledge • Quality Focus • Market Knowledge • Customer Listening and Engagement • Conflict Resolution • Problem Solving • Multitasking and Prioritisation • Patience and Positive Attitude • Attention to Detail • People Orientation • Organisational Skills • Adaptability • Ability to Work Under Pressure • Computer Skills