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.) Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity. #LI-SK1
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. A Solution Engineer is an individual contributor role in the region that plays a vital role in crafting exceptional customer experiences by delivering tailored solutions and nurturing innovation. The engineer in this role participates in the activities for Infobip’s solution proposals, owns the solution design, delivery and integrations, improvement of the current solutions. To deliver the desired business results, Solution Engineers collaborate with the HQ and regional teams and act as technical opportunity leads or assist the more experienced colleagues. They independently manage opportunities from initiation to delivery, making resource allocation decisions autonomously or in consultation with senior colleagues based on project complexity. A Solution Engineer can act as a generalist and perform all the activities listed below, or can be specialized in one or more areas, such as CX consultancy, partnerships, solution and product or industry specialization. Help customers and/or partners understand the value of Infobip solutions and services Understand the customers’ businesses, knowing exactly which of our solutions and products can help them evolve their business Design new and innovative solutions to meet customers’ business needs Collect the technical requirements and design technical solutions and service integration plans Handle technical and security questionnaires Conduct captivating demos and POCs Conduct scoping exercises and provide service quote estimation Implement solutions for new and existing customers Deliver comprehensive and precise technical documentation Configure/customize Infobip solutions to meet customer’s business requirements Ensure all projects are delivered on time, within scope and budget, and exceeding customer expectations Conduct consulting and solution enablement sessions for customers and document with meeting minutes summaries. Create conversational workflows and strategies (natural dialog flows, wireframes and templates) for Answers and other Infobip products Contribute to internal initiatives and focus on continuous development Document solutions and best practices and share them within the department (e.g. through active participation in the Community of Practice) Have an overview of market feature requirements and provide feedback to steer the development of products’ features Maintain a comprehensive understanding of Infobip's products and solutions, both technically and commercially, staying updated on changes and upgrades Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity. #LI-SK1
At Infobip, we have big dreams and value creativity, persistence, and innovation. We passionately believe that teamwork is the key to reaching greater heights. Since 2006, we have been pushing the boundaries of technological possibilities and are at the forefront of shaping the future of global communications. With 75+ offices across six continents, Infobip's platform is utilized by nearly 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 revolutionize interactions between humans and online services with innovative solutions. As an Account Head - Acquisitions at Infobip, you will be an Individual Contributor responsible for selling Infobip products to new customers and driving net new business growth. Your role involves identifying and pursuing new business opportunities from a focused target account list. Your main responsibilities include: - Proactively hunting for new customers and expanding into new geographies - Qualifying leads and closing sales successfully - Selling a subset of products or services directly or via partners to a designated customer base - Collaborating with specialists when required for specific aspects of the sales process - Developing comprehensive solution proposals and managing the sales cycle - Participating in creating and presenting value propositions to clients - Negotiating pricing and finalizing contractual agreements - Maintaining client relationships by working closely with Account Managers, Customer Success Executives, or Inside Sales teams - Collaborating with Business Development Representative teams to follow up on leads - Cross-selling for existing accounts on complex deals as needed Key requirements for this role are: - Relevant experience in solution sales, with SaaS sales experience being beneficial in certain situations - Demonstrated success in sales with a track record of commission earnings - Ability to penetrate accounts and engage with stakeholders at various levels - Knowledge of Infobip products and services, as well as an understanding of the competitive landscape - Experience interacting with C-level executives - Strong interpersonal and communication skills, with the ability to work effectively in a team - Excellent communication, negotiation, and closing skills with prospects and customers - Bachelor's degree or equivalent qualification At Infobip, we celebrate diversity and are proud to have employees with varied backgrounds, characteristics, and experiences who share the same passion and talent. We are committed to fostering a diverse workplace and are dedicated to being an equal-opportunity employer. Join us on this exciting journey of innovation and transformation.,
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. CPaaS Registration Administrator is an operative position within Infobip Platform Operations and works under the supervision of mentor and senior team members learning by conducting administration tasks related to projects/setup and maintenance in accurate and timely manner. Registration of traffic worldwide Administration of Infobip senders database Processing customer sender registration requests and registering them directly with the MNOs/suppliers Providing traffic security (both externally and internally) and control through content restrictions and template registration Specializing in region specific or product-based registration processes Ordering numbers (VLN/SC) and enabling setup for 2way communication between our customers and end users OTT traffic registration for WhatsApp, Viber, KakaoTalk, Zalo, Telegram, Line, Internet of Things, Rich Content SMS, Mobile Identity, Google Business Messages Ensure data accuracy and maintain organized set of detailed records and files to document actions and processes Cooperate with other departments to ensure compliance in all aspects of defined processes High awareness on end user needs and supporting great customer (internal and external) experience Focus on Continuous Development Participate in Continuing Education sessions Be versed in technical processes and tool functionalities related to sender registrations and above workflows and processes. Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity. #LI-SK1
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. Customer Orientation Build and maintain trusted relationship with assigned (Tier1) clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors). Serve as a focal point for client when it comes to meeting client’s business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams). Coordinate different teams in order to best serve customer. Understand client’s structure and processes around choosing/implementing new solutions. Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin% and cross-sells as the most important metrics). Work closely with Customer Success for existing and future SaaS business. In cooperation with TAA, ensure client's account is properly set-up / collaborate with Platform Operations teams to arrange setup which enables client's activities based on agreed business scope (account creation and set-up, route management, sender registration, allowed content filtration setup and maintenance). In cooperation with Revenue Assurance, monitor and take actions to minimalize health risks (actively involve ensuring financial collections and netting). Analyze and forecast client's traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue. Internal initiatives Power user, and help improving (by providing constructive feedback and ideas) Infobip’s internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU). Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, Technical Account Administration, Platform Operations, Customer Analyst, Procurement, Revenue Assurance). Update all activities regarding client engagements and opportunities in dedicated tools (SF). Influence Infobip’s ever-evolving end-to-end customer experience by grasping and continuously promoting client’s perspective to the internal stakeholders. Continuous Development Promote team spirit and nourish critical thinking. Help mentor and onboard other team members and newcomers. Have an excellent knowledge of Infobip products, platform, and relevant markets. Have an excellent knowledge of client`s business and ways they (can) use Infobip. Be up to date with industry trends and competition. Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity. #LI-SK1
You will be responsible for processing invoices, both PO and Non-PO, as well as conducting account statement reconciliation. Your knowledge about GAAP, IFRS, and USGAAP will be essential in assisting with preparing reports, especially during month-end and year-end activities. Collaborating with internal stakeholders for PO creation and aiding in the month-end close process to prepare accruals/provisions will be part of your duties. It will be crucial to communicate and follow up both internally and externally to ensure accuracy in price and quantities of vendor invoices matching with suppliers" packing slips and purchase orders. For Non-PO Supplier Invoices, you will need to obtain proper approvals according to the Matrix. Additionally, you will handle general administrative and financial affairs, maintain various records and statistics, and work under the mentorship of financial associates and/or managers. Conducting detailed coding and entering of 700-800 invoices monthly will be a key task. You will follow bookkeeping and auditing processes, develop and enhance reports from business databases, and perform other duties as assigned by the manager. As part of the Infobip team, you will join a diverse group of individuals who share a passion for achieving our mission. Infobip is dedicated to fostering a diverse workplace and is proud to be an equal-opportunity employer.,
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. As a Solution Engineer, you will play a critical role in designing and implementing enterprise-level solutions for our clients. You will be responsible for understanding client requirements, developing custom chatbot solutions, integrating APIs, and leveraging emerging technologies such as ChatGPT to meet business needs. You will also work with CPaaS products like Email, Voice, WhatsApp, RCS, and marketing automation solutions, and provide expertise on conversational agent chat solutions. This is a client-facing role that requires you to work closely with sales, product, and engineering teams to deliver exceptional results. Key Responsibilities: Design and implement chatbot and conversational agent solutions tailored to client specifications. Utilize API integration capabilities, including Call APIs and REST APIs, to enhance solution functionalities. Work with JavaScript, C++, and .NET to create and customize client solutions. Provide technical consulting to clients throughout the solution implementation process. Integrate and configure CPaaS products like Email, Voice, WhatsApp, RCS, and marketing automation solutions to meet client needs. Collaborate with sales and Customer Success teams to define client needs and scope of work (SoW). Conduct solution reviews, feasibility analysis, and technical demonstrations for prospective and existing clients. Stay up-to-date with the latest trends in the SaaS industry and implement best practices in solution development. Provide post-implementation support to ensure client satisfaction and optimal solution performance. Contribute to internal knowledge sharing, best practices, and technical mentorship. Qualifications: Bachelor’s or master’s degree in computer science, Engineering, or a related field. 4+ years of experience in solution engineering, systems development, or enterprise software implementations. Proficiency in JavaScript, C++, and .NET programming languages. Strong knowledge of API integrations, particularly REST APIs and Call APIs. Experience working with Chatbot technologies and conversational AI. Familiarity with CPaaS products including Email, Voice, WhatsApp, RCS, and marketing automation platforms. Experience with SaaS solutions and enterprise-level implementations. Knowledge of ChatGPT or similar AI tools is a plus. Strong problem-solving skills and the ability to translate business requirements into technical solutions. Experience with Agile methodologies is a plus. Excellent communication and collaboration skills. Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity. #LI-SK1
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. Customer Support Technician works under the supervision of a mentor and senior team members to provide customer technical assistance and post-sales support. This role is primarily focused on learning by contributing to primary low revenue tier Customers, and from time to time working with more impactful Customers from other segments under the supervision. Customer Support Technician communicates inside the department (peers, mentor, line manager) to successfully support the Customers, with frequent communication towards other functions (Sales, Customer Growth, Customer Success, or providers/MNOs) and through periodical (not often) inclusion into various projects outside of the department. They are learning to become empathetic, technically skilled problem solvers, with a curiosity for digging to the root of problems and offering solutions. Provide Technical Customer Support Act as a technical resource by providing technical assistance and post-sales support to customers (mainly around CPaaS portfolio of products) Serve on the front lines by troubleshooting technical problems and resolving any kind of technical issues with desired quality and customer satisfaction standard Ensure high-level of customer satisfaction Respond to customer queries in a timely and accurate way in line with service level agreements Identify customer needs and help customers use specific features and functionalities on Infobip Platform and Product portfolio Contribute to internal improvement initiatives Create and update support related technical documentation, customer details and know-how, and share with all the teams and technical community Focus on Continuous Development Gain knowledge and develop your skills through day-to-day assignments and assisting more senior team members Be fully versed on Infobip products, platform, and integrations When you become a part of Infobip you can expect: Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users! Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve. Learn as you grow – Starting with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development. Connect globally – Work with people from all over the world. We put the “global” in globalization. Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ... Talk about a balanced lifestyle! Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity. #LI-SK1
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. Your responsibilities will include coordinating with cross-functional teams such as Credit Risk, Legal, and Sales to understand the terms agreed with the customers. You will be setting up automatic billing for clients within internal tools and creating finance documents related to client consumption, including internal documents, refunds, credit notes, security deposits, and invoices, as well as editing them. Additionally, you will manage finance account settings based on requests initiated by Account Managers or Sales, such as clients migration from one IB company to another, including account control, setting up clients migration from prepaid to postpaid models, and providing finance comments on contracts like bank details and bank fees. You will also be responsible for fulfilling various documents required for public tenders and working closely with the Accounting team to ensure that all invoices are controlled and all relevant information is received. Ensuring that financial transactions are recorded, classified, and summarized with local accounting principles and in accordance with group accounting policies will be part of your role. Furthermore, you will perform manual billing with specific requirements and reconcile discrepancies identified by our CSMs and/or clients by reconciling and controlling invoices with NDRs/logs. Infobip employees come from diverse backgrounds, characteristics, and experiences, all sharing the same passion and talent that helps us achieve our mission. Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.,
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. Duration: 6 Months What will you do at Infobip - Entering documents and invoices in internal accounting and reporting programs - Doing general administrative and financial affairs - Keeping various records and statistics - Working under the mentorship and supervision of financial associates and / or managers - Following bookkeeping and auditing processes and procedures in performing tasks - Assisting in the preparation of monthly financial statements - Developing and improving the reports extracted from business databases - Entering data into the company's financial systems - Learn Email Management and tracking of Invoices/documents - Vendor master data administration - Performing other tasks ordered by the manager More About You - Last year student, able to work on the student contract for at least 6 months - Capable of working full time on site (40 hours per week) - Affinity towards transactional business - Affinity towards organization and documentation - Persistent and solution oriented - Fluent in English both written and spoken - Willing to work in a fast-growing environment Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.,