Manager – Customer Support (L2)

Manager Customer Support (L2)

Company: Conversive (formerly SMS Magic)
Experience: 58 years
Team Size Managed: 10 members (minimum 45 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

• 58 years of experience in technical support solution delivery or architecture roles within SaaS / CPaaS / CRM ecosystems.
  

• Minimum 45 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.
  

• Deep technical troubleshooting and solutioning capability
  

• Strong communication skillswritten verbal and stakeholder-facing
  

• Required Skills:

  58 years of experience in technical support solution delivery or architecture roles within SaaS / CPaaS / CRM ecosystems. Minimum 45 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.