Pingbix
Website:
pingbix.com
Company:
https://www.linkedin.com/company/pingbix
Industries: Telecommunications
Job details:
Technical Support & Customer Support Manager
Pingbix is a fast-growing technology company specializing in CPaaS (Communication Platform as a
Service) solutions. We help businesses streamline customer communication through SMS, Voice,
WhatsApp Business API (WABA), RCS, Email, and other digital communication channels. Our mission
is to enable seamless customer engagement through innovative communication technologies.
· Role: Technical Support & Customer Support Manager
· Location: Bangalore (Onsite)
· Employment Type: Full-Time
· Experience: 6–10+ Years
· CTC: 7 to 9 LPA
We are seeking an experienced and customer-focused Technical Support & Customer Support
Manager to lead support operations, manage enterprise customer escalations, mentor support teams,
and ensure exceptional service delivery across our CPaaS platform.
· Lead and manage the Technical Support & Customer Support team.
· Oversee support for SMS, Voice, WhatsApp Business API (WABA), RCS, Email, APIs, and related
communication channels.
· Handle critical customer escalations and ensure SLA adherence.
· Collaborate with Product, Engineering, DevOps, and Operations teams.
· Develop support processes, SOPs, and knowledge base documentation.
· Mentor, coach, and evaluate team performance.
· Conduct Root Cause Analysis (RCA) and drive continuous improvements.
· Support enterprise customer onboarding and implementation.
· Prepare operational reports and monitor KPIs, SLAs, and CSAT.
· Drive customer satisfaction and operational excellence.
· Bachelor's degree in Engineering, Computer Science, Information Technology, Electronics, or a
related field.
· 6–10+ years of experience in Technical Support, Customer Support, Customer Success, or Technical
Operations.
· 2–4+ years of team management experience.
· Experience in CPaaS, SaaS, Messaging, Cloud Communications, or Enterprise Software preferred.
· Strong understanding of CPaaS technologies.
· Hands-on experience with WhatsApp Business API (WABA), RCS, SMS, Voice, Email, and APIs.
· Knowledge of REST APIs, Webhooks, JSON, Postman, and API troubleshooting.
· Experience with CRM/ticketing tools (Zoho Desk, Freshdesk, Zendesk, Jira, or similar).
· Basic knowledge of SQL, Linux, and log analysis is an advantage.
- Leadership & Managerial Skills
· Leadership and stakeholder management.
· Escalation handling.
· Coaching and mentoring.
· KPI/SLA management.
· Analytical and decision-making skills.
· Excellent verbal and written communication.
· Customer relationship management.
· Problem-solving and analytical thinking.
· Documentation and reporting.
· Ability to work in a fast-paced environment.
· Excellent English communication (Mandatory).
· Good Hindi communication preferred.
· Regional language knowledge is an added advantage.
· Lead support operations in a growing CPaaS company.
· Work with cutting-edge communication technologies.
· Strong career growth opportunities.
· Collaborative and innovation-driven work culture.
Click on Apply to know more.