Team Lead – Support & Onboarding

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.