Head of Support

ClickSend is a global leader in business communication solutions. Our reputation is built on technical expertise, industry experience, quality support and service reliability. We are a business communications software company that provides companies of all shapes and sizes the ability to easily send and receive SMS, MMS, Rich Media, Email, Voice and even Post worldwide via web, app, or API. From bulk marketing to mission-critical solutions, we provide the telecommunications glue that connects the world.

We’re a small team based in Perth, Western Australia, but we’re a global brand with offices in the US, UK and Philippines. We’re creative problem solvers and we get stuff done but in a relaxed environment. We're part of Sinch, and have all the benefits of belonging to a large Global Company. But at ClickSend, we retain our 'Start up" mentality . We maintain a spectacular work life balance and try to mix a little fun and music into our days.

Due to an exciting internal promotion, we are pleased to be looking for an experienced Head of Support to join our growing team at ClickSend. Reporting to our Manager Director, this key leadership role will be responsible for managing our global customer team and tasks. This includes 24/7 online chat and email support, technical support, provisioning tasks and fraud and compliance activity.

Key responsibilities:

• Lead and manage a team of 50 customer service professionals primarily based in the Philippines with support from leaders in AU, US and the UK
• Provide support, guidance, mentorship to the team, fostering a positive and high performing work environment
• Set clear performance objectives and KPI’s to monitor progress and provide feedback to drive work environment
• Be the voice of the customer for internal projects that have a customer impact
• Champion customer friction risks internally and ensure these are addressed
• Work as the feedback loop of customer issues resulting from changes to ensure these are prioritized and resolved within appropriate timeframes
• Develop and implement processes for the registration of numbers, senders and accounts in different countries, ensuring compliance with local regulations
• Ensure teams and processes are in place to monitor customer accounts for any signs of malicious activity or fraudulent behavior
• Ensure ClickSend’s adherence to all global regulations pertaining to SMS routing and delivery
• Develop and execute strategies to reduce spam messages and fraudulent activities within the messaging platform
• Collaborate with cross-functional teams to implement advanced filtering systems and algorithms to detect and prevent spam and fraud.

To be successful you will have the following skills and attributes:

• Demonstrated experience in a senior Customer leadership role, ideally as Head of Support or a similar capacity
• Demonstrated experience as a customer leader, driven by data and feedback to provide industry leading customer experiences
• Strong technical background, with demonstrated experience in building new operational capabilities
• Knowledge of the telecommunication industry including regulations, operations and compliance
• Excellent project management and problem-solving skills
• Exceptional communication and interpersonal skills with the ability to collaborate effectively across diverse teams
• Demonstrated experience in fraud prevention and security practices is highly desirable

We value our team by offering

• Flexible hybrid working arrangement
• Generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
• Access to Reward program
• A day off for your birthday
• Wellness programs
• Coaching and career development support, including access to a range of online professional development courses
• Access to our Employee Assistance Program
• Global mobility policy
• Monthly fitness reimbursement
• Volunteer leave
• Work from home set up reimbursement

If you are looking for the next opportunity in your career and want to work for a certified “Great Place to Work”, growing tech company, then Apply Now