ABOUT US
Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.
Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.
Besides its SaaS business, Circles operates three other distinct businesses:
- Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
- Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
- Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.
Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.
Position Summary
The Customer Success Manager will play a crucial role in ensuring customer satisfaction and success through technical support, problem-solving, and proactive account management. This position requires a blend of technical expertise in telecommunications and strong customer relationship skills.
Key Responsibilities
- Assist the Technical CSM in managing a portfolio of key accounts, ensuring high levels of customer satisfaction and retention
- Provide technical support and guidance to customers on our telecom/MVNO products and services
- Collaborate with internal teams (Engineering, Product, and Operations) to resolve complex technical issues and implement solutions
- Conduct regular technical review meetings with customers to understand their needs and identify opportunities for improvement
- Monitor customer usage patterns and proactively recommend optimizations or new solutions
- Develop and maintain technical documentation, including user guides and troubleshooting procedures
- Assist in onboarding new customers and managing the technical aspects of service implementation
- Contribute to the development of best practices and standard operating procedures for the technical CSM team
- Stay current with industry trends, emerging technologies, and regulatory changes in the telecom/MVNO space
Qualifications
- Bachelor's degree in Computer Science, Telecommunications, or a related technical field
- 6+ years of experience in a technical customer-facing role, preferably in the telecommunications or MVNO industry
- Strong understanding of mobile network technologies (e.g., GSM, CDMA, LTE, 5G)
- Familiarity with telecom protocols and standards (e.g. Diameter, OSS BSS etc)
- Experience with CRM systems and ticketing tools
- Excellent problem-solving and analytical skills
- Strong communication skills, both written and verbal
- Ability to explain complex technical concepts to non-technical stakeholders
- Customer-centric mindset with a focus on building and maintaining relationships
- Dual language proficiency - English and Spanish
Preferred Qualifications
- Knowledge of cloud technologies and their application in telecom/MVNO services
- Familiarity with regulatory compliance in the telecommunications industry
- Certifications such as ITIL, CompTIA Network+, or relevant vendor certifications
Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.
To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.
Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.
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What We Do
Founded in 2014, Circles is a global technology company reimagining the telco industry with its SaaS platform - Circles X, empowering telco operators launch and operate successful digital brands. Today, Circles is partnering operators in 14 countries with the mission to deliver delightful digital experiences to millions of people through our businesses. With Circles.Life, our digital lifestyle brand, we empower and delight customers across the world by offering digital experiences that go beyond traditional telco services. With Circles X, our digital telco technology empowers operators to launch digital telco brands from anywhere in the world. Built for operators by an operator, Circles X powers both Circles.Life and our partner operators’ digital telco brands. Circles is backed by global investors such as Sequoia, Warburg Pincus, EDBI and Founders Fund – renowned institutions with a track record of backing industry-shaking innovators. To learn more, visit www.circles.co.
