Job Description

Imagine a world where every interaction feels effortless. At CM.com, we're making that vision a reality by placing AI at the core of everything we do.



The world has never innovated as quickly as it is today, and CM.com is at the forefront of innovation again. From the SMS or WhatsApp messages you receive to the tickets you grab for your favorite festival or the chatbot that helps you solve a problem--our solutions are transforming the way businesses and people connect.





Now, we're looking for a dynamic and results-oriented

Support Consultant

to join our team in India.

What you will do

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As a support consultant, you'll drive impactful communication strategies for our clients across SMS, WhatsApp, email, and social media channels. This role carries an expanded mandate to support both SaaS and CPaaS clients, bridging campaign execution with first-level product and technical troubleshooting, platform support, and supplier coordination.




You'll work closely with the Sales, Customer Success and Product teams to manage campaigns, analyze performance, and support clients with CM.com's products and platform. The ideal candidate combines analytical skills, product knowledge, and hands-on experience in client engagement and campaign delivery. Your key responsibilities include:

Campaign Management & Performance Optimization

Plan, execute, and manage multi-channel campaigns (SMS, WhatsApp, Email, Social Media) using CM.com's software suite. - Manage last-minute and scheduled campaign requests with accuracy and speed. Campaign schedules could extend over weekends and outside business hours (remotely) as well. - Extract campaign performance data, generate insights, and build report on ROI which will be shared with clients. - Present campaign outcomes to stakeholders and recommend optimizations.

Industry Benchmarking & Insights

Track industry benchmarks across campaign channels. - Compare client KPIs with industry standards to identify areas for improvement. - Deliver data-driven recommendations to improve campaign effectiveness.

SaaS Support Responsibilities

Act as the first line of support for product-related issues across CM.com's SaaS platform (Marketing Automation with CDP, Chatbot and Agent Inbox, etc.). - Provide L1 troubleshooting for campaigns, chatbot issues, workflow queries, and so on. - Log and manage tickets on the internal JIRA support portal; collaborate with the Product and L2 Support teams for resolution tracking.

CPaaS Support & Operations

Coordinate with SMS aggregators and internal teams for supplier and route management. - Monitor and ensure optimal delivery rates and margins for SMS traffic; flag delivery failures, latency issues and margin drops and take necessary actions for resolution. - Schedule regular and ad-hoc campaigns for clients, ensuring compliance with routing, DLT, Meta and regulatory standards.

Cross-Functional Collaboration

Collaborate with Account Managers and Customer Success Managers to ensure clients receive value through timely delivery, data-backed performance insights, and proactive support. - Work closely with technical, product, and L2 support teams for end-to-end campaign enablement and issue resolution.


If you're passionate about AI and eager to make an impact, we'd love to have you join our mission to change the way businesses and people connect.

####

Feel connected to our

CM.com

shared values

Drive & Lead

: We encourage the entrepreneurial spirit and are self-managed to be able to quickly grasp opportunities.

Grow & Learn

: We keep evolving our innovation capabilities and help you to get the best out of yourself, both professionally and personally.

Together & Care

: We love working together. We stimulate collaboration with utmost respect for each other regardless of gender, age, background, or beliefs.

Speed & Change

: We are an agile and dynamic organization, that keeps adapting and knows how to respond to opportunity or change
####

Additionally, you have

Bachelor's degree in Computer Science 1-2 years of experience in digital campaign execution, product support and operations. Analytical skills and experience in KPI benchmarking, ROI analysis, and marketing performance reporting. Familiarity with SaaS support processes, ticketing systems (e.g., JIRA), and L1 troubleshooting. Hands on experience in Microsoft Excel and reporting dashboards. Effective communicator with a strong client-facing orientation. Ability to multitask and thrive in fast-paced, high-stakes environments.

At CM.com, we are proud of our unique company culture. To keep our culture alive, we love working from the office. We advise to check if you live within reasonable commuting distance of the office(s) listed in the job description.

Why join CM.com?

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At CM.com, we believe in empowering our people to do what they love, excel at what they do, and make a meaningful impact. As a CM.com Club Member, you'll unlock the following benefits:

Your CM-journey starts with our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com. This is a great role for early-career professionals with 1-2 years of experience, offering an attractive salary package between

5 lakhs and 7 lakhs.

A challenging job within an innovative and international fast-growing company. You have the possibility to participate in our Employee Share Purchase Program and get a discount on purchasing company shares. And if you want to develop yourself professionally, we offer internal and/or external training courses like Udemy and the CM Academy. To promote knowledge sharing we organize different types of Meetups with external speakers.

About

CM.com

====================


Founded in 1999, CM.com has grown into a global leader in conversational commerce, with solutions spanning Connect, Pay, Live, and Engage. Our mission is simple: to make life easier for businesses and their customers through cutting-edge technology.


Our ambition is to be an

AI First company

, meaning we don't just use technology; we live it. CM.com is the place for innovators who share our enthusiasm for AI--whether they're powering up our products or transforming our own operations. If you're passionate about AI and eager to make an impact, we'd love to have you join our mission to change the way businesses and people connect.