Company: Conversive (formerly SMS Magic)
Experience: 5–8 years
Team Size Managed: :10 members (minimum 4–5 years people management)
Function: Customer Support / Technical Delivery
Role Overview
SMS-Magic is looking for a
Manager – Customer Support (L2) with a strong
technical troubleshooting and solution delivery background to lead our advanced support function. This role is critical to ensuring reliable, scalable, and forward-looking customer support across our conversational messaging and CRM-integrated platforms.
This is not a traditional support role. It is best suited for someone who has worked as a
Solution Architect, Delivery Architect, or in deep CRM / tech solution roles, and has transitioned into leading high-impact support teams. You will operate at the intersection of
technical issue resolution, architecture-level thinking, cross-functional coordination, and customer confidence.
Key Responsibilities
Technical Troubleshooting & Issue Resolution
- Own and drive resolution of complex, high-severity (L2) technical issues across SMS, WhatsApp, CRM integrations, automation workflows, and AI-driven solutions.
- Perform deep troubleshooting across APIs, integrations, data flows, automation logic, and injection points.
- Act as the final support escalation point before Engineering, ensuring problems are well-articulated, reproducible, and solution-oriented.
- Provide architectural guidance and workaround solutions when immediate fixes are not feasible.
L2 Support Leadership & Delivery
- Lead end-to-end L2 support delivery, ensuring issues are resolved within defined SLAs while maintaining quality and customer trust.
- Partner closely with L1 support to strengthen triage quality, reduce noise, and improve first-level resolution.
- Establish strong escalation, prioritisation, and communication mechanisms for enterprise and strategic accounts.
Team Leadership & Capability Building
- Lead, mentor, and manage a team of :10 L2 engineers, with clear ownership models and accountability.
- Build long-term technical depth in areas such as CRM platforms, automation, AI workflows, integrations, and messaging infrastructure.
- Set standards for problem-solving, documentation, RCA quality, and customer communication.
Cross-Functional Collaboration
- Work closely with Product, Engineering, QA, ONI teams, Platform Solutions, and Automation teams to resolve issues and prevent recurrence.
- Translate customer issues into structured product feedback and technical improvement opportunities.
- Support Customer Success and Sales teams during escalations, solution reviews, renewals, and complex customer conversations.
Process, Tooling & Continuous Improvement
- Design and evolve support processes, run books, and escalation frameworks aligned with scale and complexity.
- Drive strong root cause analysis (RCA) practices and ensure corrective and preventive actions are implemented.
- Leverage ticketing systems, monitoring dashboards, and operational metrics to identify patterns and improvement areas.
Customer Advocacy & Communication
- Own communication for critical incidents, ensuring clarity, confidence, and technical credibility.
- Balance customer urgency with long-term platform stability and architectural soundness.
- Participate in post-incident reviews and customer-facing solution discussions where needed.
Key Metrics of Success
- Reduction in resolution time for L2 and critical tickets
- SLA adherence for enterprise customers
- Improvement in CSAT during escalations
- Reduction in repeat and recurring technical issues
- Quality of escalation inputs to Engineering and Product
- Technical maturity and stability of the L2 support team
Requirements
Required Experience & Background
- 5–8 years of experience in technical support, solution delivery, or architecture roles within SaaS / CPaaS / CRM ecosystems.
- Minimum 4–5 years of experience managing a team of :10 members.
- Strong hands-on experience with CRM platforms, APIs, integrations, automation workflows, and messaging systems.
- Exposure to AI-driven workflows, automation, and forward-looking support models.
- Proven ability to troubleshoot complex systems and propose scalable technical solutions.
Core Skills & Competencies
- Deep technical troubleshooting and solutioning capability
- Strong communication skills—written, verbal, and stakeholder-facing
