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.

• 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.

• 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.

• 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.