Job Description
Job Title: Team Lead – Support & Onboarding
Location: Pune (Onsite, 5 Days a Week)
Company: SMS Magic, Pune
Experience Required: 5-8 Years
Department: Customer Support
Shift Timing: APAC (IST 5:30 AM to 2:30 PM)
About SMS Magic:
SMS Magic is a leading Conversational Engagement Platform trusted by more than 2,500 global businesses. Our platform powers personalized interactions across SMS, WhatsApp, and other channels — seamlessly integrated with CRM systems like Salesforce, Zoho, and HubSpot. We are on a mission to simplify and scale conversations that drive better customer experiences and revenue outcomes.
Role Overview:
As a Team Lead – Support & Onboarding, you will be responsible for driving customer satisfaction and successful onboarding by managing and mentoring the Support & Onboarding Leads. You will ensure that SLAs are met, onboarding journeys are streamlined, and product-related challenges are addressed efficiently. This is a people and process leadership role with high ownership and accountability across multiple accounts.
Key Responsibilities:
• Lead, mentor, and manage the Support & Onboarding Leads team
• Oversee onboarding of new customers — ensuring configuration, integration (preferably Salesforce), and go-live success
• Monitor and manage support ticket lifecycle, ensuring high-quality and timely resolutions
• Collaborate with cross-functional teams including Product, Sales, and Engineering to resolve escalations
• Track KPIs like CSAT, TAT, Onboarding Time-to-Value, and SLA adherence; provide weekly/monthly reports
• Design and refine playbooks for customer onboarding and support excellence
• Ensure knowledge base documentation and training materials are regularly updated
• Drive initiatives to improve customer experience and process efficiency
Must-Have Skills:
• 5+ years of experience in customer support, onboarding, or service delivery, with at least 2 years in a lead or supervisory role
• Strong understanding of Salesforce CRM — especially in customer implementation or integration contexts
• Excellent communication, conflict resolution, and team leadership abilities
• Analytical mindset with experience managing KPIs and SLAs
• Ability to handle escalations and manage high-pressure situations
• Process-oriented, with a knack for documentation and continuous improvement
Preferred Skills
• Prior experience in SaaS or CPaaS domain
• Exposure to other CRMs like Zoho, HubSpot, or similar
• Experience using ticketing tools like Freshdesk, Zendesk, or Salesforce Service Cloud
Why Join SMS Magic?
• Work with a passionate and collaborative team
• Drive impact in a fast-growing conversational messaging space
• Grow with leadership opportunities in a product-first, customer-focused company
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