At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip’s platform is used by almost 80% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

The Customer Support Team Lead focuses on coordinating the daily activities and operations of the customer support team. This role involves overseeing the day-to-day management of the team, ensuring efficient handling of post-sales support and technical issue resolution. The Team Lead is expected to ensure consistent delivery of great customer experience by working directly with customers to address their needs and collaborating closely with internal teams to resolve issues. Key responsibilities include managing team resources, coordinating tasks, and supporting team members' growth through available HR practices. Also responsible for maintaining high levels of engagement and retention within the team, ensuring that the team's culture aligns with the core principles of going the extra mile, understanding the customer, and prioritizing customer ownership.

Effective Technical Support Delivery

• Plan and coordinate operational activities and tasks on team level having in mind customer’s need and Infobip business strategy. Propose and execute decisions in challenging and/or high-impact situations
• Ensure that responses to customer queries are delivered in a timely and accurate way in line with SLA
• Participate in any Shift Lead Activities that include but not limited to: Assisting with day-to-day operations through individual consultancy, review of the tickets and actual activities on them, queue monitoring and other tasks indicated in the Shift Lead Way of Work
• Resolve internal & external escalations and highly impactful/critical customer cases by directly working on them 
• Scale information about all the changes & novelties needed for successful execution of the tasks
• Actively participate in all quality assurance related activities and leverage them for team enablement

Ensure High Customer Satisfaction and Advocacy 

• Ensure a consistently high level of customer satisfaction as measured through various Customer Satisfaction scoring methodologies (TCSAT, VoC)
• Ensure Agent verbal and written communication is in tune with our Strategy pillars in day-to-day communication
• Manage relationship with technical and business teams on customer side
• Cooperate & build relationships with internal stakeholders to ensure great customer experience

Lead And Manage High-Performing Customer Support Team

• Ensure that daily tasks and projects are efficiently coordinated among team members, maintaining a balanced workload and achieving set objectives
• Hire, train and manage team of new and experienced resources to fulfill business objectives
• Oversee the quality of team output, ensuring that work meets the company’s standards and adheres to its values and principles. Ensure team members are having constant knowledge upskilling through mentoring, training and constant usage of available enablement materials
• Build a highly engaged and self-motivated team to ensure retention
• Make sure team members have opportunities to grow and develop themselves both within and outside of the department, while building constant successors for the key roles and knowledge
• Regularly share important company & functional updates with the team to ensure a clear understanding of goals 
• Build team’s expertise and confidence in technical and customer related operations
• Motivate team to create support related technical documentation, customer details and know-how, and share with all the teams and technical community 
• Handle day-to-day team management tasks (vacation scheduling, expense reports, time entry, etc.)

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