Customer Success Manager (L1) – EV Charging Technical Support

Customer Success Manager (L1) – EV Charging Technical Support | Kazam

Location: Bangalore

Function: Customer Success / Technical Operations

Experience: 3+ years

About Kazam

Kazam is an energy-tech company building the digital ecosystem for electric mobility, with

solutions across EV charging, energy management, and connected charging infrastructure.

About the Role

We're looking for a technically sharp Customer Success Manager to be the first line of

resolution for our B2B Charge Point Operator (CPO) / Vehicle Manufacturers (OEM) clients

in India and internationally. You'll own client issues end to end: triage them, solve what you

can at L1, and push the rest through to Product, Tech and Engineering until they're closed.

Key Responsibilities

● Act as the L1 point of contact for B2B clients on technical issues across the backend

platform, mobile app, APIs, charging hardware and connectivity

● Troubleshoot issues involving OCPP/OCPI communication, charger-to-platform

connectivity and OEM hardware behaviour

● Create, track and manage service requests in the CRM/ticketing system, with clear

documentation

● Escalate unresolved issues to the right Tech/Engineering team with full context, and

follow through to closure

● Coordinate with Product, Technology, Engineering and Sales to get timely resolutions

● Work with KAMs to analyse customer and platform data, spot recurring issues and patterns, and feed improvements back to product and engineering

● Keep clients updated proactively on issue status, timelines and resolution

● Monitor product performance and uptime, and flag potential issues before clients notice them

● Prioritise ruthlessly across clients and requests, based on severity, business impact and SLA

● Take ownership of assigned projects and support additional initiatives as needed

Must-Have Qualifications

● 3+ years in technical support, customer success or client handling

● Working understanding of OCPP and OCPI protocols

● Familiarity with OEM hardware communication guidelines and charger behaviour

● Background in EV charging, SaaS, IoT, mobility, automotive or similar technology products

● Native Hindi speaker, fluent in English (verbal and written) to work with Hindi-speaking clients

● Basic understanding of APIs, databases, mobile applications and system integrations

● Experience with ticketing/CRM tools

Skills We Value

● Communication: clear, concise and calm, in writing and on calls, with technical and non-technical audiences

● Stakeholder management: building trust with clients and internal teams alike

● Escalation management: knowing when and how to escalate, and following through

● Cross-functional coordination: getting things done across teams without direct authority

● Brutal prioritisation: saying "not now" to the right things so the critical ones get fixed first

● Strong troubleshooting and problem-solving, ownership and self-drive, and comfort working under pressure in a fast-paced environment

How Success Is Measured

● Issue Resolution TAT (turnaround time)

● SLA Adherence

Why Join Us

You'll work at the centre of India's fast-growing EV charging ecosystem, solving real

infrastructure problems for CPOs / OEMs across the market, with direct access to the

product and engineering teams who build the platform.

Pay: ₹450,000.00 - ₹550,000.00 per year

Benefits:

• Health insurance
• Provident Fund
• Work from home

Application Question(s):

• Do you have relevant experience? If yes, how many years?
• What is your Current CTC?
• What is your Expected CTC?
• How early can you Join?

Work Location: In person