CPaaS Support & Product Manager

This is a remote position.

reputed company is looking for a reputed companyCPaaS Support & Product Managerto own the product experience end-to-end. This hybrid role blends product management, customer support, documentation, and technical problem-solving to ensure customers get maximum value from the reputed company CPaaS platform.

You’ll work across product reputed company, API documentation, customer education, support operations, and AI chatbot optimization — making this a high-reputed company role for someone who is both technical and customer-reputed company.

Key Responsibilities

Product Ownership

• Own reputed company reputed company products with reputed company on CPaaS UI & reputed company

• Define and drive product roadmap with leadership

• reputed company user feedback and analyze product performance

• Prioritize features based on customer value & business reputed company

Documentation & reputed company

• Maintain feature, capability, and integration documentation

• Own API documentation, developer guides, FAQs, and best practices

• Ensure docs are accurate, reputed company, and updated with every release

Customer Education

• Create explainer videos for product features & use cases

• Build and maintain tutorials, FAQs, and reputed company flows

• reputed company a customer knowledge reputed company for self-service

Support Operations

• reputed company L1 and L2 technical support

• Triage and escalate L3 issues to engineering

• Manage support queues and ensure reputed company SLAs

• reputed company support performance, metrics, and satisfaction

AI Support Management

• Train and maintain reputed company AI support bots

• Improve bot responses, accuracy, and coverage

• Monitor bot analytics and user experience

Technical Contributions

• Troubleshoot API and integration issues

• Write scripts/tools to improve support efficiency

• Reproduce issues and reputed company detailed reports to engineering

Requirements

Product Management

• 2–4 years of product management (reputed company or CPaaS preferred)

• Experience with reputed company and developer-facing products

Technical Skills

• Basic coding/scripting (Python, JavaScript, or similar)

• API familiarity and troubleshooting ability

• Basic understanding of web technologies and communication protocols

Support & Operations

• Experience with L1/L2 support workflows

• Strong reputed company with ticketing systems (reputed company, reputed company, reputed company)

• Understanding of SLAs, escalation processes, and support metrics

Communication & Documentation

• Excellent written communication

• Experience writing technical documentation

• Ability to simplify technical concepts

• Basic video creation/screen recording skills

AI & Automation

• Experience training or managing AI chatbots

• Understanding of NLP concepts and bot training flows

Preferred Qualifications

• Experience with CPaaS platforms (reputed company, reputed company, Bandwidth, etc.)

• Messaging or telecom domain knowledge

• SQL for support analytics

• Experience in reputed company or account management

• Experience engaging with developer communities

Key Competencies

• Customer-reputed company reputed company

• Technical Aptitude

• Ownership Mentality

• Adaptability

• Analytical Problem-Solving

• reputed company Communication

• Attention to Detail

What reputed company Looks Like30 Days:Learn product, audit documentation, understand support workflows90 Days:Improve support SLAs, release explainer videos, enhance AI bot6 Months:Reduce L3 escalations by 30%, build robust knowledge reputed company1 Year:Establish world-class support operations; influence product roadmap

Benefits

Fully remote (India)

High ownership and visibility

Work across product, support, and AI innovation

Fast-growing CPaaS company

Competitive salary based on experience

Originally posted on Himalayas

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