Manager — Onboarding & Product Ops

• Location: Bengaluru.
• In-office role. Remote option is not available.
• We work Mon-Sat. Saturdays are WFH.

About Superfone

Superfone is redefining the Business Phone Number for SMBs. Unlike traditional SIM cards that offer only voice calls, text, and data, Superfone delivers a fully app-based business phone solution integrated with advanced tools such as CRM, lead management, WhatsApp marketing, and AI-powered agentsall designed to accelerate SMB growth and success.

ABOUT THE ROLE

onboarding

KEY AREAS OF WORK:

Onboarding

• Supervise the onboarding team: hire, train, monitor performance
• Ensure onboarding SLAs; track time-to-first-value and activation
• Establish processes for CRM updates, ticketing, customer training 15/30/45-day health checks etc.

Product Operations (Setups & Integrations)

• Supervise the team handling CRM and WhatsApp Business API integrations
• Define processes for slot booking and customer communications
• Handle complex cases (WhatsApp Business API setup, webhook/API issues, etc.)
• Maintain checklists and playbooks; convert recurring work into SOPs/templates

Customer Support

• Supervise the live chat support team: hire, train, track performance
• Implement decision trees/chatbots for faster responses
• Handle automations / AI integrations
• Handle customer escalations

Reporting & Collaboration

• Publish a weekly CX dashboard with key KPIs
• Maintain up-to-date documentation and SOPs; ensure teams follow standard procedures

What Were Looking For

• 36 years in SaaS onboarding/success/support
• Strong communication skills (spoken and written English; Spoken Hindi is mandatory)
• Must be comfortable with tech tools - configuring and using them
• Experience with CRMs, Zapier/Pabbly, ticketing tools, Google Sheets
• A big plus: familiarity with webhooks/APIs and WhatsApp Business API
• Team handling: prior experience leading a team; hiring/training across in-office and remote