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.
Top Skills
What We Do
SMS-Magic is a proven, global messaging platform for popular CRM platforms, supporting small, mid-market and enterprise clients across 190 countries. SMS-Magic enables CRM users to engage buyers and win and retain more new customer revenue, while creating strong customer relationships that drive sustainable competitive advantage. SMS-Magic helps Marketers drive 6x more responses through automated campaigns, assists Sales and Account teams to increase engagement and win more deals, faster. Customer Support teams are able to handle 10x more cases with faster-than-ever resolution times. All through the power of seamlessly integrated and customizable conversational messaging. SMS-Magic is a popular messaging application found on the Salesforce AppExchange and Zoho Marketplace. Want to see it in action? Text keyword Demo: USA: 36343 AUS: +61 4095 64682 UK & ROW: +44 7860 017509
