Job Description

Department: Support & Operations

Industry: CPaaS / Telecom / SaaS

Location: A-41, 3rd Floor, Tower C, Iconic Corenthum Tower, Sector 62, Noida, UP - 201309

Experience: 3-6 Years (Telecom/CPaaS support preferred)

Employment Type: Full-Time

Job Summary

We are looking for an experienced Team Leader - CPaaS to manage and guide a team working on CPaaS solutions such as SMS, WhatsApp API, RCS, Voice, and Email communication services. The ideal candidate will be responsible for team performance, client coordination, service delivery, and achieving business targets while ensuring high customer satisfaction.

Key Responsibilities

Lead, mentor, and manage a team handling CPaaS products (SMS, WhatsApp API, RCS, Voice, etc.).

Ensure smooth onboarding and support for enterprise clients.

Monitor daily team activities, performance, and KPIs.

Coordinate with internal departments (Tech, Sales, Compliance, and Billing).

Handle escalations and resolve client issues efficiently.

Ensure compliance with TRAI, DLT, and other regulatory guidelines.

Assist in process improvement and workflow optimization.

Provide training and regular feedback to team members.

Prepare reports on performance, client status, and operational metrics.

Support sales teams with technical or product-related inputs when required.

Required Skills & Qualifications

Strong knowledge of CPaaS platforms and messaging solutions.

Understanding of DLT registration, templates, headers, and consent management.

Excellent leadership and people-management skills.

Strong communication and problem-solving abilities.

Ability to handle pressure and manage multiple priorities.

Proficient in CRM tools, dashboards, and reporting.

Basic technical understanding of APIs and integrations is a plus.

Educational Qualification

Bachelor's degree in Business, IT, Engineering, or a related field.

MBA or relevant certification is an added advantage.

Preferred Experience

Experience in Telecom, SaaS, or CPaaS industry.

Prior experience as Team Lead, Supervisor, or Senior Executive in CPaaS operations.

What We Offer

Competitive salary and performance-based incentives.

Growth opportunities in a fast-growing CPaaS environment.

Collaborative and professional work culture.

Job Type: Full-time

Pay: ₹15,279.48 - ₹42,127.29 per month

Work Location: In person