Team Lead Support & Onboarding

SMS Magic

Location: Pune, Maharashtra, India

Category: Customer Support

Salary: 800,000 - 1,200,000 INR / yearly

Full-time

Job Description

Join SMS Magic, a leading Conversational Engagement Platform, as a Team Lead responsible for driving customer satisfaction and successful onboarding by managing and mentoring the Support & Onboarding Leads.

Responsibilities

Lead, mentor, and manage the Support & Onboarding Leads team
Oversee onboarding of new customers ensuring configuration, integration, and go-live success
Monitor and manage support ticket lifecycle, ensuring high-quality and timely resolutions
Collaborate with cross-functional teams to resolve escalations
Track KPIs like CSAT, TAT, Onboarding Time-to-Value, and SLA adherence
Design and refine playbooks for customer onboarding and support excellence
Ensure knowledge base documentation and training materials are updated
Drive initiatives to improve customer experience and process efficiency

Qualifications

5+ years of experience in customer support, onboarding, or service delivery
Strong understanding of Salesforce CRM
Excellent communication, conflict resolution, and team leadership abilities
Analytical mindset with experience managing KPIs and SLAs
Process-oriented, with a knack for documentation and continuous improvement

Perks & Benefits

Passionate and collaborative team
Impact in a fast-growing conversational messaging space
Leadership opportunities in a product-first, customer-focused company

Why Join Us?

Work with a passionate and collaborative team at SMS Magic, drive impact in a fast-growing conversational messaging space, and grow with leadership opportunities in a product-first, customer-focused company.