CPaaS Support & Product Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CPaaS Support & Product Manager based in India.

This is a versatile, high-ownership role combining product management, technical support, customer education, and AI-powered support operations.

You’ll own the product experience across CPaaS interfaces and APIs, helping shape the roadmap around customer needs and business priorities.

You’ll also ensure developers and customers have clear, accurate documentation, tutorials, onboarding resources, and self-service content.

A key part of the role is improving support operations, resolving technical issues, and working closely with engineering on complex escalations.

You’ll manage and optimize AI support tools, using analytics and customer feedback to improve response quality and coverage.

The role is ideal for someone who enjoys moving between strategy, technical problem-solving, customer interaction, and operational improvement.

Working remotely from India, you’ll have broad visibility and the opportunity to make measurable improvements across the entire customer and product lifecycle.

Accountabilities:

• Own the CPaaS product experience: Manage the product experience across UI and APIs, partnering with leadership to define and execute the roadmap based on customer feedback, product performance, and business priorities.
• Drive product strategy: Gather user insights, analyze product performance, identify opportunities, and prioritize features according to customer value and commercial impact.
• Manage technical documentation: Maintain accurate feature, capability, integration, and API documentation, including developer guides, FAQs, best practices, and release updates.
• Develop customer education: Create tutorials, onboarding materials, FAQs, knowledge-base content, and product explainer videos that help customers understand and independently use the platform.
• Operate technical support: Provide L1 and L2 technical support, manage support queues, monitor SLAs, troubleshoot customer issues, and escalate complex L3 cases to engineering.
• Improve support performance: Track support metrics, customer satisfaction, response times, and recurring issues to identify opportunities for operational improvement.
• Optimize AI support: Train and maintain AI-powered support bots, monitor bot analytics, improve response accuracy and coverage, and continuously enhance the customer support experience.
• Solve technical issues: Troubleshoot API and integration problems, reproduce bugs, document findings, and provide engineering teams with clear technical reports.
• Build support automation: Develop lightweight scripts and tools to improve support efficiency, reduce repetitive work, and streamline operational workflows.
• Collaborate cross-functionally: Work closely with product, engineering, customer-facing teams, and leadership to connect customer feedback and support insights with product improvements.
• Drive measurable improvements: Help reduce escalations, strengthen self-service capabilities, improve support SLAs, and establish scalable support operations as the platform grows.

Requirements

• Product management experience: 2-4 years of product management experience, ideally within SaaS, CPaaS, or another technology environment involving developer-facing products.
• API expertise: Familiarity with APIs and experience troubleshooting API-related issues, integrations, and developer workflows.
• Technical skills: Basic coding or scripting ability in Python, JavaScript, or a similar language, along with a working understanding of web technologies and communication protocols.
• Support experience: Experience with L1/L2 technical support workflows, ticket management, escalation processes, SLAs, and support performance metrics.
• Support platforms: Comfortable working with ticketing and customer-support tools such as Zendesk, Intercom, Freshdesk, or similar platforms.
• Documentation: Excellent written communication skills and demonstrated ability to create clear technical documentation and simplify complex concepts for different audiences.
• Customer education: Ability to create tutorials, onboarding resources, FAQs, and basic product explainer videos or screen recordings.
• AI & automation: Experience training or managing AI chatbots, with a practical understanding of NLP concepts, chatbot training, and conversational workflows.
• Analytical problem-solving: Strong ability to investigate technical and customer issues, identify root causes, and turn findings into practical solutions.
• Customer focus: Strong customer-centric mindset with the ability to balance user needs, technical constraints, and business priorities.
• Ownership: Comfortable taking responsibility for broad areas of work, working independently, and proactively identifying opportunities for improvement.
• Preferred domain experience: Experience with CPaaS platforms such as Twilio, Vonage, Bandwidth, or similar solutions is highly desirable.
• Additional advantages: Messaging or telecom experience, SQL knowledge for support analytics, customer success or account management experience, and familiarity with developer communities are all beneficial.

Benefits

• Fully remote position for candidates based in India.
• High level of ownership, autonomy, and visibility across product and customer operations.
• Opportunity to work across product management, technical support, customer education, and AI innovation.
• Exposure to the rapidly evolving CPaaS, messaging, API, and communications technology landscape.
• Opportunity to directly influence the product roadmap through customer insights and support data.
• Hands-on experience optimizing AI-powered customer support and automation.
• Opportunity to build scalable documentation, knowledge-management, and support processes.
• Fast-paced environment with meaningful opportunities to contribute to operational and product improvements.
• Competitive compensation based on experience.
• Clear opportunities to demonstrate impact through measurable improvements in support SLAs, self-service, AI support quality, and product experience.