CPaaS Support & Product Manager

This is a remote position.

is looking for a versatileCPaaS Support & Product Managerto own the product experience end-to-end. This hybrid role blends product management, customer support, documentation, and technical problem-solving to ensure customers get maximum value from the CPaaS platform.

You’ll work across product strategy, API documentation, customer education, support operations, and AI chatbot optimization — making this a high-impact role for someone who is both technical and customer-focused.

Key ResponsibilitiesProduct Ownership

• Own all products with focus on CPaaS UI & APIs

• Define and drive product roadmap with leadership

• Gather user feedback and analyze product performance

• Prioritize features based on customer value & business impact

Documentation & Knowledge Management

• Maintain feature, capability, and integration documentation

• Own API documentation, developer guides, FAQs, and best practices

• Ensure docs are accurate, clear, and updated with every release

Customer Education

• Create explainer videos for product features & use cases

• Build and maintain tutorials, FAQs, and onboarding flows

• Develop a customer knowledge base for self-service

Support Operations

• Provide L1 and L2 technical support

• Triage and escalate L3 issues to engineering

• Manage support queues and ensure timely SLAs

• Track support performance, metrics, and satisfaction

AI Support Management

• Train and maintain AI support bots

• Improve bot responses, accuracy, and coverage

• Monitor bot analytics and user experience

Technical Contributions

• Troubleshoot API and integration issues

• Write scripts/tools to improve support efficiency

• Reproduce issues and provide detailed reports to engineering

Requirements Product Management

• 2–4 years of product management (SaaS or CPaaS preferred)

• Experience with APIs and developer-facing products

Technical Skills

• Basic coding/scripting (Python, JavaScript, or similar)

• API familiarity and troubleshooting ability

• Basic understanding of web technologies and communication protocols

Support & Operations

• Experience with L1/L2 support workflows

• Strong skill with ticketing systems (Zendesk, Intercom, Freshdesk)

• Understanding of SLAs, escalation processes, and support metrics

Communication & Documentation

• Excellent written communication

• Experience writing technical documentation

• Ability to simplify technical concepts

• Basic video creation/screen recording skills

AI & Automation

• Experience training or managing AI chatbots

• Understanding of NLP concepts and bot training flows

Preferred Qualifications

• Experience with CPaaS platforms (Twilio, Vonage, Bandwidth, etc.)

• Messaging or telecom domain knowledge
• SQL for support analytics

• Experience in customer success or account management

• Experience engaging with developer communities

Key Competencies

• Customer-Centric Mindset
• Technical Aptitude
• Ownership Mentality
• Adaptability
• Analytical Problem-Solving
• Clear Communication
• Attention to Detail

What Success Looks Like