Sinch

• Lead the design, implementation, and continuous improvement of compensation programs, including base salary, incentive plans and bonuses. • Partner with HR leadership and business stakeholders to align compensation programs with organizational goals. • Conduct advanced market pricing, benchmarking, and competitive analysis using survey data and internal insights. • Maintain and enhance job architecture, leveling frameworks, and salary structures. • Perform complex analyses such as pay equity, internal parity, and cost modeling to support decision-making. • Develop dashboards, reports, training and presentations to communicate compensation insights to leadership. • Support annual compensation cycles (merit and bonus planning). • Ensure compliance with all applicable compensation regulations and support audits, reporting, and policy documentation. • Serve as a trusted advisor to HRBPs and business leaders, providing guidance on offers, promotions, and complex compensation scenarios.

• Drive UI/UX Refinements: Take the lead on making UI/UX improvements to our existing SimpleTexting flows, collaborating closely with Product Managers and Engineers to deliver incremental enhancements. • Design for Self-Serve Funnels: Design simple and effective UI and user flows for our new self-serve discounts feature, ensuring clear eligibility and application processes. • Own the end-to-end journey design for self-serve cancellations, balancing business needs with a positive, customer-centric experience. • Lead Discovery and Research: Conduct light user research and testing to inform the UX for new upsell opportunities, such as user seats and add-ons. You will design modular and scalable patterns that can be extended over time. • Collaborate Cross-Functionally: Work as a key partner with Product, Engineering, Support, Sales, and Marketing teams, translating ideas from wireframes through to final delivery. • Own the Design Process: Embed yourself in the team's rituals, taking a proactive approach to design rather than waiting for ad-hoc requests.

Role Description The System Engineer II will be responsible for all aspects of management and evolving our build and deployment platform including source control, building and maintaining the system, container orchestration/scheduling, and service monitoring. - Design, implement, and maintain virtualized and container-based infrastructure using platforms such as KVM, Proxmox, Docker, and VMware. - Manage Linux clusters, VMs and containers using tools such as SaltStack, Ansible, Chef, Puppet. - Perform day-to-day system administration, maintain all the physical servers and virtual machines and systems. - Analyze resource utilization and identifying and executing optimization measures. - Perform software installations and upgrades for the platform and associated systems during industry-standard maintenance windows that start after midnight if needed. - Perform problem management for permanent resolution of issues and incident reduction, including engaging with vendor’s support as needed. - Provide documentation for all configurations and changes. - Direct involvement with 24/7/365 production environment. - Oversee enterprise monitoring tools to proactively identify bottlenecks and ensure 24x7 service continuity. - Monitor the platforms across infrastructure, applications, and networks. - Develop and maintain robust scripts in Perl, Bash Script, Python, and PHP to automate system deployments, health checks, and routine administrative tasks. - Perform regular system upgrades, patching, and auditing of both virtual and physical host environments. Demonstrate good Linux system security practices. - Design, develop, and maintain enterprise-level and custom monitoring tools using Perl, Bash Script, JavaScript, Python, and PHP. - Implement monitoring platforms across infrastructure, applications, and networks. - Implement security measures, manage backups, and maintain disaster recovery strategies to safeguard data integrity. Qualifications - Bachelor's Degree in Computer Science (or Telecommunications) or equivalent work experience. - 3+ years of hands-on experience in system administration. - 3+ years of hands-on experience in programming/scripting languages such as Perl, PHP, Python, Java, Ruby, C. - 3+ years of hands-on experience in server virtualization solution (KVM/QEMU/Proxmox) and a solid understanding of Linux network stack, DNS, TCP/IP and switching. - 3+ years of hands-on experience in multi-server platforms and Linux operating system. - 2+ years of hands-on experience with automation/configuration management tools (Puppet, Salt, Chef, Ansible, etc.). - Hands-on experience with a range of shared storage solutions such as CEPH, HPE Nimble Storage or Gluster. - Experience with container technologies and management platforms (Kubernetes, Docker, Elastic Container Service). - Experience with RDBMS and NoSQL Database setup, configuration and monitoring (MySQL, PostgreSQL, MongoDB etc.). - Experience with automating deployments of cloud infrastructure and services. - Experience with the monitoring tool NMIS, Nagios or Zabbix is a plus. - Experience and advanced knowledge in Linux monitoring, troubleshooting, and administration. - Experience with Cisco, Juniper, or Arista device is a plus. - Knowledge and hands-on experience with Elasticsearch, Logstash, Kibana. - Advanced troubleshooting, problem analysis, and critical thinking skills. - This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO. Benefits - Comprehensive market competitive medical, dental, and vision plans. - Access to telehealth for all participants. - Free virtual counselling resources through our global Employee Assistance Program. - Roth and Pre-tax 401(k) options including an employer match for all participants. - Generous paid time off program. - Paid parental leave and family planning support. - Flexible remote work offerings. - Paid time off to support a volunteer program of your choice. Company Description Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

• Own the growth, adoption, and usage of Sinch’s services within NA as part of your focus vertical. • Shape our go-to-market strategy and positioning for our critical solution areas and communicate this in an actionable way to our global Sales & Account Management organizations. • Develop and maintain segmentation of our customer portfolio and identify opportunities to expand into new verticals, markets, products, and/or countries. You will provide clear prioritization to ensure we focus on what has the biggest impact. • Partner with Product and Engineering to build out product-specific and vertical-specific value propositions and identify Sinch’s competitive differentiation in key areas. • Set a vision on how we train and scale our commercial teams within your focus area. • Collect feedback on existing products and solutions from our global customer base (and our Sales/Account Management teams) and align with our Product teams on how to best prioritize the development of new solutions. • Ensure our regional commercial teams have access to the relevant commercial resources to be successful. • Represent Sinch externally as a thought leader in your field in various forums, such as customer engagements and industry events. • This is an IC role

• Own outbound prospecting across assigned accounts using a multi-channel approach (email, phone, LinkedIn) • Research and engage target accounts within defined ICPs and buying groups • Qualify prospects against agreed criteria and create sales-accepted opportunities • Partner 1:1 with named Account Executives on account-based outbound strategies • Ensure high-quality handoff of opportunities, including context, discovery notes, and validation • Maintain accurate activity, account, and opportunity data in CRM • Continuously iterate messaging based on AE feedback, win/loss insights, and market signals • What this role is NOT • A call-center, telesales, or high-volume dialling role • A closing or full-cycle sales position • An outsourced, freelance, or agency appointment-setting role

• Partner with product engineering teams to identify systems requirements. • Build and support our cloud-based microservices infrastructure. • Automate routine processes and remediation tasks. • Develop, monitor and track Service Level Objectives (SLOs) for the systems under management. • Proactively troubleshoot, resolve, and plan for issues that typically come from support staff, other engineering teams, and our automated monitoring system. • Ensure our datastores are healthy and operate at optimal performance levels. • Contribute to the growth and culture of our engineering team.

• Manage and support Jira Software, Jira Service Management and Confluence (Cloud) • Configure and optimize workflows, automations, permissions and integrations • Ensure system performance, availability and reliability • Implement and evolve ITSM practices aligned with ITIL • Drive improvement initiatives and change management with stakeholders • Perform troubleshooting, user support, training and documentation

Role Description This role is to be ClickSend's first point of contact through our 24/7 live chat. You'll provide online support to our customers to help resolve any product-related queries. Plus, you'll assist with issues and escalate them to the right teams. You will work with our AI tools to provide an exceptional customer experience seeking first point of contact resolution. Customer Online Chat Representative will: - Be the first point of contact for our online chat service. - Build sustainable relationships of trust through open and interactive communication. - Provide accurate, valid and complete information by using the right processes/tools. - Resolve product and service problems by clarifying the customer's complaint. You'll determine the cause of the problem and provide a suitable solution. Plus, you'll follow up to ensure the resolution. - Engage in continuous learning as provided by CS to ensure you remain up to date, and your knowledge remains consistent with that required to service our customers. - Participate in other tasks as required. - Meet set KPIs, including CSAT and QA requirements. - Embrace and demonstrate the Sinch Values. Qualifications - Proven history of providing exceptional customer support. - Ability to multi-task, prioritise and manage time effectively. - Critical thinker and problem-solver. - Familiarity with CRM systems/Online Chat environments and best practices is beneficial. - Exceptional written and verbal communication skills. Benefits - Remote working (Sinch Philippines) - A day off for your birthday - Additional vacation leaves as per employee handbook - Health Insurance benefits - Home internet allowance - Access to our Employee Assistance Program Company Description Sinch Values: - Dream Big: We make the impossible possible by dreaming big to solve our customers’ problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success. - Win Together: Great teams work faster and better together – creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. It’s all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together. - Keep it Simple: Sinch means simple and easy. It’s how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground. - Make it Happen: We make things happen and make them matter – for our customers and the world. We are “doers” who value getting results and don’t overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we’re not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off – let’s get it done now.

• Manage customer case queue by working, resolving or reassigning cases in a timely manner. Providing regular updates to the customer until case is closed. • Provide frontline call support for customers, end users and law enforcement. • Provide clear concise documentation on all cases and tickets. • Communicate effectively, clearly and concisely (written and verbal) with both customers and internal team members. • Resolve customer issues by addressing issues and escalating urgent problems to the correct team and/or management. • Assist with Portal Training and initial account provisioning for new and existing customers. • Conduct ongoing customer portal training as needed. • Address product and service inquiries by obtaining information from internal stakeholders and communicating back to customers. • Assist with 911 address validations and provisioning. • Act as primary point of escalation assistance for customers. • Act as liaison between customer and internal partners (Translations, NOC, Sales, Product, Billing); escalating on customer behalf when necessary. • Conduct invoice reviews with customers. • Utilize reporting tools (Qlikview, BART) to address basic customer reporting questions. • Maintain customer profiles with adherence to CPNI rules. • Deliver contract amendments (rate changes) to customers. • Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines. • Build strong internal and external relationships. • Embrace the company culture and participate in ongoing training, including staff meetings. • Assist with special projects as needed. • Monitor customer capacity weekly and update trunks as necessary. • Contributes to the creation of process, policy and job aids for the team so that they may best support and troubleshoot customer inquiries and issues. • Assists with training for new hires on programs and procedures. • Perform other job-related duties as assigned.

• We're seeking a hands-on Account Manager to own and grow a portfolio of high-value Enterprise customers across our Nordic region, playing a key role in our broader growth strategy through strong retention and account development. • In this role, you'll manage the day-to-day relationship with your nominated accounts, focusing on keeping customers successful, engaged, and growing with Sinch. • Success will be reflected in the health and expansion of your portfolio, including retention and growth metrics such as gross profit, supported by consistent, high-quality account activity that demonstrates effective pipeline and opportunity management. • Beyond the numbers, you'll stand out by driving work forward efficiently, building smart and scalable processes, bringing creativity and clarity to problem-solving, and developing a deep understanding of Sinch's solutions and how they deliver value. • Just as importantly, success will be evident in the trust you build and the positive feedback you earn from your customers, because happy accounts are the ultimate KPI. • You will coordinate regular key account outreach to identify and execute opportunities to grow our existing accounts by building trust and engagement. • You will position yourself as a trusted advisor to your customers to understand their challenges and goals. • You will continually learn in order to establish yourself as an expert resource for the technologies and solutions we sell. • You will develop QBR decks and present to your key accounts to further their understanding of Sinch's capabilities.