Customer Support Team Lead

As a Customer Support Team Lead at Infobip, you will play a crucial role in coordinating the daily activities and operations of the customer support team. Your main focus will be on ensuring efficient handling of post-sales support and technical issue resolution to deliver a great customer experience. Key responsibilities include: - Plan and coordinate operational activities and tasks on the team level, aligning with customer needs and Infobip's business strategy - Propose and execute decisions in challenging or high-impact situations - Ensure timely and accurate responses to customer queries in line with SLAs - Participate in Shift Lead Activities to assist with day-to-day operations, review tickets, monitor queues, and handle escalations - Resolve internal and external escalations and critical customer cases by directly working on them - Actively participate in quality assurance activities to enable team improvement You will also be responsible for: - Maintaining a consistently high level of customer satisfaction through various scoring methodologies - Managing relationships with technical and business teams on the customer side - Cooperating with internal stakeholders to ensure a great customer experience Additionally, as a leader of the customer support team, you will: - Efficiently coordinate daily tasks among team members to achieve set objectives - Hire, train, and manage new and experienced resources to fulfill business objectives - Ensure team members receive constant knowledge upskilling through mentoring, training, and enablement materials - Build a highly engaged and self-motivated team to ensure retention - Share important company and functional updates with the team regularly to ensure a clear understanding of goals - Motivate the team to create support-related technical documentation and share knowledge with other teams and the technical community Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. Join us on our mission to create life-changing interactions between humans and online services with innovative solutions.,