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.

Job Summary:
The purpose of this role is to provide support in daily operations of regional customer service teams by managing projects and processes, providing training, handling escalated customer issues, conducting quality analysis and contributing to process improvement.

Responsibilities:
• Support customer service team leads with day-to-day tasks and help them manage their teams.
• Train and coach Customer Service Representatives (CSRs) and Team Leads on new and existing processes.
• Assist with quality control and assurance by auditing tickets, responses, and resolutions.
• Manage escalated customer issues by coordinating communication between internal departments.
• Help develop and implement processes for various customer service activities.
• Participate in process improvement initiatives.
• Monitor KPIs and report performance metrics to management.

Qualifications:
• Bachelor's degree in business administration or a related field.
• At least 5 years of experience in customer service management or a similar role.
• Strong knowledge of project management principles and practices.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Proficient in English.

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.