Head of Customer Support

  • Infobip
  • Sarajevo, Bosnia and Herzegovina
  • 17/11/2021
Full time

Description

  •  Effective technical support delivery: Define, execute, and drive forward department and companies OKRs and organize resources to meet regional teams’ targets, having in mind customer’s needs and Infobip business strategy and attain quarterly support package revenue targets on regional level
  • Ensure High Customer Satisfaction and Advocacy: Accountable for the highest quality standards in technical service and support with collaboration of regional leadership of all Infobip functions to ensure world-class customer experience and to nurture relationships with key stakeholders from customer and partner side (executive level)
  • Increase the Value of Infobip Service for Customers: Influence monetization of support packages in existing customer base and new revenue opportunity creation through customer support generated leads. Cooperate with Revenue, Customer Success and Professional Services organizational units to promote user adoption and effective use of Infobip solutions, and support renewal efforts
  •  Lead and manage high-performing Technical Support team: Hire, train and manage team of new and experienced resources to fulfill business objectives with high productivity, engagement, and retention within regional team. Ensure growth and development opportunities for all team members and handle day-to-day team management tasks (vacation scheduling, expense reports, time entry, etc.)

Qualifications

  • Bachelor or master’s degree in computer science or technology; preferably MBA
  • 10+ years of experience in technical support with strong product domain knowledge with minimum 4+ years of experience in leadership
  • Experience with SAAS background in enterprise-level.
  •  A proven focus on results and execution, with motivation to manage multiple projects simultaneously and drive projects and your team members to results 
  • Ability to work effectively with a cross-functional and geographically dispersed team and customer base 
  •  A data driven approach, clear on KPI’s, and strong understanding of customer journey 
  • Leading by example: You strive your team to be focused, result-oriented, forward thinking and always testing new opportunities. 
  • Build on a culture: of ownership, passion and successfully crossing the finish line as a team 
  • The ability to attract and develop talent, create a culture of collaboration and teamwork that fosters open communication and organizational flexibility 
  • Outstanding communication and negotiation skills towards your clients, partners, and colleagues and a great command of English

Additional Information

Why our employees choose us (and stay)?

  • Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. You can look forward to working with the likes of Viber, Zendesk, O2 and… 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 from the Academy as an onboarding program, to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
  • Connect globally  – Work with people from different countries, participate in the biggest IT and Telecom events. We put the “global” in globalization.

We do not ask for any fees (refundable or non-refundable) at any stage of the job application and or recruitment process. We, therefore, appeal to job seekers not to respond to any such requests.

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