Arbetsbeskrivning

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, PayPal, Visa, Tinder, and many others — rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

DESCRIPTION

This is a great opportunity to grow as a people leader while making a visible impact across Sinch.

As the team manager of 24/7 Customer Support Messaging in the EMEA region, you’ll ensure high quality support for Sinch Enterprise customers, meeting agreed objectives and KPIs (Key Performance Indicators), identifying and addressing improvements, and collaborate with other departments to deliver excellent service. You’ll lead your team to meet their OKR (Objectives and Key Results) goals and other (for example HR, IT and security) required processes and procedures, while fostering a positive team culture.

• Drive departments objectives and KPIs by setting clear expectations, leading by example, and having a good understanding of the current activities and situation.
• Recruit, onboard, and develop team members through coaching, training, and performance guidance.
• Define objectives, identify and evaluate trends and options, choose a course of action, and assess outcomes.
• Maintain service quality by enforcing customer service standards, analyzing, and resolving issues, and recommending system improvements.
• Identify and resolve obstacles that affect the team’s ability to process tickets accurately and conclusively in appropriate timescales.
• Ensure a safe, secure, and legally compliant work environment.
• Act as a cultural role model by mentoring, sharing knowledge, demonstrating accountability, and communicating effectively across teams and with customers.

Day-to-day tasks may comprise:

• Schedule and manage 24x7 work roster and preparing to follow-the-sun model in 2026.
• Organize and approve team holiday schedules, especially during summer.
• Conduct 1: 1 and team meetings to support performance and alignment.
• Carry out employee reviews and appraisals according to Sinch guidelines.
• Track, report, and share KPIs with team and management.
• Attending internal QBRs (Quarterly Business Reviews) for relevant products.

REQUIREMENTS

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Hands-on experience with incident management and platform monitoring.
• Proficiency with service ticketing systems such as Zendesk or Atlassian Jira Service Management.
• Understanding of TCP/IP protocols and UNIX/Linux systems.
• Background in telecoms and wireless communication.
• Knowledge of mobile communication standards (GSM, 4G) and SS7/SIGTRAN protocols.
• Basic SQL skills.

Our corporate language is English, please submit your application in English.

At Sinch, we value learning, embrace change, and offer opportunities for personal and professional growth. Unfortunately, we are not supporting relocation at this time.

Applicants must:

• Hold Swedish or EU/EEA citizenship.
• Have a valid Swedish work permit.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/.

No matter who you are, we hope you find an exciting path forward - hopefully with us!