Head Of Support

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.

• 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