Telecom Support - Team Lead

About the role:
We are looking for a dynamic and experienced Manager to lead our SMS, RCS, and WhatsApp support teams across APAC and EMEA regions. In this role, you will oversee the team’s day-to-day operations, ensuring timely case resolutions and the highest standards in customer onboarding and troubleshooting. You will also manage performance metrics, identify process improvements, and drive efficiency across support workflows to ensure customer satisfaction and operational success. The ideal candidate should have 4-6 years of experience in managing customer support operations, with a strong focus on SMS, RCS, and WhatsApp services.

Key Responsibilities:

1. Team Supervision & Mentorship: Lead and mentor support executives across APAC and EMEA shifts, ensuring efficient handling of SMS, RCS, and WhatsApp support cases with high customer service standards.
2. Case Monitoring & SLA Management: Oversee case resolution for SMS, RCS, and WhatsApp services, ensuring timely responses and compliance with SLAs, and proactively managing escalations.
3. Customer Onboarding & Activation: Coordinate with internal teams to facilitate smooth onboarding, ensuring accurate setup and configuration for SMS, RCS, and WhatsApp services.
4. Traffic & Performance Monitoring: Monitor telecom traffic patterns and performance metrics to anticipate issues, ensuring service stability for SMS, RCS, and WhatsApp.
5. Direct Customer Support: Manage high-priority customer tickets, providing effective and timely resolutions for complex SMS, RCS, and WhatsApp cases.
6. Process Optimization: Identify and implement improvements in SMS, RCS, and WhatsApp support workflows to enhance efficiency and customer satisfaction.
7. Performance Reporting: Generate and analyze weekly/monthly reports on ticket resolution times, SLA compliance, and customer onboarding success.

Skills & Experience:

• Proven experience managing customer support teams, particularly in telecom or messaging services (SMS, RCS, WhatsApp).
• Strong understanding of SLAs, case management, and troubleshooting.
• Ability to drive process improvements and enhance operational efficiency.
• Excellent communication and problem-solving skills.
• Experience in performance reporting and data analysis.

What working at SMS Magic Offers?



At SMS Magic, people growth is parallel to company’s growth and our work culture supports our commitment to creating a world class CRM messaging company.  Our work culture is built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people and our clients.

We offer a sense of balance, we want our people to be active, healthy, and happy, not just in their jobs but in their lives outside of work. Our competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we do our best to make your time with us a rewarding learning experience that helps you grow as an individual.
Plus, we offer


• The freedom and flexibility to handle your role in a way that’s right for you
• Gain exposure to a dynamic and growing global business environment
• Exposure to innovative and cutting-edge technology and tools
• Scope to showcase one’s analytical capabilities and make high impact contributions to Business teams
• Whenever you join, however long you stay, the exceptional SMS Magic experience lasts a lifetime. Recognized as industry leader, we continually strive to be a great place to work and with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the “World’s best Messaging Partner” a reality.

  
  About SMS Magic: Founded over 15 years, we’ve become a trusted messaging leader for businesses around the world. We work with global customers across many industries including contact centers, financial services, higher education, retail, staffing, wellness and more. Our customers range from small and mid-size businesses to large global enterprises.
  Our commitment to every customer is, “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition”.
  If you can confidently demonstrate that you meet the criteria mentioned above, please contact us as soon as possible.
SMS Magic is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.
  
  Read mode about us at: www.sms-magic.com