Job Description

We are Kaleyra! A global group, providing mobile communication services to financial institutions, e-commerce players, OTTs, software companies, logistic enablers, healthcare providers, retailers and other high-growth sectors worldwide. We power communications via cloud and APIs (through messaging, voice, chatbots and video) for some of the largest companies in the world. Our technology makes it possible to safely and securely manage billions of messages monthly via over 1600 operator connections in more than 190 countries, including all tier-1 US carriers. Kaleyra has been recognized as an established leader in the global CPaaS market by many of the top market research companies.We have a customer base of 3800+ companies across the world. Our vision is to be the world’s most trusted, secure and innovative communication platform, to enable real-time conversations between brands and their users. We are a diverse team of over 500 individuals, working remotely from different parts of the world, to deliver high-quality technology solutions for our clients. Our fast-growing team is spread across 13 locations around the globe, including Italy, India, Germany, UK, United Arab Emirates, the United States and Singapore. We’re now looking for someone that is ready for new exciting challenges and willing to enter our family as Director/Associate Director - APAC of Operations & Customer Success, you will primarily work in a BAU function aligned with the delivery, performance, maintenance, and margin growth of Communication Platform as a Service (CPaaS) customers.
A key function will be guaranteeing service excellence for CPaaS customers through the demonstration of expert relationship management (internal and external) and operational knowledge throughout the service lifecycle, directly through customer interactions or via the team, through guidance and mentoring.
You will be required to perform a pivotal role in differentiating the customer experience from competitor offerings in the market by working with customers to align business and systems processes with the aim of achieving optimal
efficiencies across the board with a strong focus on our key and strategic customers. Roles & Responsibilities
Develop and drive the Company's technical support & maintenance incorporating best market practices while ensuring alignment with the company's goals and objectives by establishing procedures and policies for the technical support team to ensure service and performance standards are achieved or exceeded, resulting in increased customer satisfaction and sales.
Work closely with the business team to make sure that both client and business expectations and strategy are aligned according to agreed service level agreements.
Establish and manage communication channels among departments and providing timely monthly reporting of customer feedback to the Senior Management.
Have a good and working knowledge in MS Office Suite, particularly in Excel and PowerPoint.
Analyse data and trends to improve client satisfaction measurement metrics and improve the efficiency of the team.
Lead and provide quality leadership to a growing technical support & maintenance team including managing performance, coaching, mentoring, hiring and career development.
Create and curate work force management schemas as well as forecast and map out productivity and capacity planning for the Operations team.
Ensure a high level of technical knowledge within the team as well as self, to ensure prompt turnaround time of issues to ensure timely support to both internal and external global customers, including but not limited to, APIs, webhooks etc.
Have an extensive knowledge on the functionality and usage of ticketing tools such as Freshdesk, Zendesk, ServiceNow.
Investigate high level problems with current products and work closely with various internal teams to propose the areas of improvement. Deploy and manage cross-team processes for experimentation of innovative projects.
Work closely with various teams in the Company including product teams to aid the progress and development of existing as well as new products.
Work on any other special, technical, or experimental projects as determined by the Company. Requirements  8-12 + years within a similar role within Telcom and/or IT Operations Demonstrable commendable outcomes and experience with client and issue management. Ensure all service enquiries are responded to in a timely and professional manner An understanding of Call Centre and Operational team performance metrics including Customer Experience measures
Added advantage: Knowledge of current product and technologies in CPaaS Industry. Benefits Excellent Remuneration along with RSUs and opportunities to grow with Kaleyra.