- Job Title

Technical Support & Customer Support Manager
- About Pingbix

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.
- Position Details

· Role: Technical Support & Customer Support Manager

· Location: Bangalore (Onsite)

· Employment Type: Full time

· Experience: 6–10+ Years

· CTC: 7 to 9 LPA
- Job Summary

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.
- Key Responsibilities

· 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.
- Eligibility Criteria

· 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 So

📌 TECHNICAL & CUSTOMER SUPPORT MANAGER (Bengaluru)
🏢 Pingbix
📍 Bengaluru