Lead of Technical Support

Remote position

GMS CPaaS Business seeks a Lead of Technical Support to oversee the Customer Care team, guiding performance and fostering communication. You’ll ensure smooth project execution, coordinate projects, and maintain professional customer communication.

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Who we are:

GMS is the AI-driven communications solutions partner for Mobile Network Operators and enterprises globally. Through recent acquisitions, GMS has enhanced its product portfolio with Generative AI and Conversational AI, as well as improving the technical capabilities of GMS CPaaS. Together with our clients we identify growth opportunities and co-create secure, engaging AI-driven communications solutions that build trust between brands and their audiences, enabling next-generation customer experiences. We are the strategic partner of choice, ready to greenlight tomorrow.

 

What you’ll do:

  • Supervise the Support Team: Provide guidance, monitor performance, conduct team meetings, and implement training to enhance team skills.
  • Create procedures and workflows: Facilitate Customer Care teamwork and communication.
  • Manage customer and supplier tickets: Efficiently triage and resolve inquiries, maintain a comprehensive ticket system, and analyze data to pre-empt issues.
  • Delegate tasks: Identify strengths, define objectives, balance workloads, and monitor progress to ensure successful task completion.
  • Contact customers: Communicate professionally via email, phone, and Skype, accurately record details, and maintain communication standards.
  • Coordinate projects: Work with the commercial team to ensure seamless project execution, monitor progress, and facilitate cross-team communication.
  • Lead in critical situations: Exhibit strong leadership, remain composed, mobilize the team, and conduct post-incident reviews for improvement.

 

What we expect:

  • Leadership and good communication skills.
  • A minimum of 3 years of experience in the SMS business.
  • Proficiency in English and German, both written and verbal.
  • Knowledge of internet technologies.
  • Computer skills and proficiency in MS Office applications.
  • Self-motivation, reliability, and high organizational skills.
  • Team-oriented with a positive attitude and logical thinking ability.

 

What we offer:

  • Multicultural and dynamic environment in fast-growing worldwide business.
  • One-of-a-kind company culture — a mixture of an open mindset, high dedication, striving for success, and team spirit.
  • Professional team that is committed and stands for the highest standards of performance.
  • Our values – Integrity, Agility, and Commitment – are vivid in day-to-day company activities.
  • Customer-oriented culture with a high respect for both internal and external customers.
  • Competitive salary and bonus system.

 

Please submit the form below or send your CV and cover letter to jobs@gms.net

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