Customer Success Executive — Telecom SaaS (CPaaS & eSIM)

Job Title: Customer Success Executive — Telecom SaaS (CPaaS & eSIM)

Department: Customer Success

Voxvalley Technologies is a global telecom software leader empowering businesses across 20+ countries with next-generation CPaaS, UCaaS, and eSIM solutions.
With over a decade of innovation, Voxvalley’s platforms are trusted by operators, MVNOs, enterprises, and aggregators for secure and scalable communication — powering millions of voice calls, messages, and digital connections every day.

Our mission is simple — to redefine communication through intelligent, white-label SaaS platforms that help businesses connect, communicate, and grow

We’re looking for a passionate Customer Success Executive who will take ownership of onboarding, engagement, and customer happiness. You’ll be the bridge between our customers and the product — ensuring they experience real success using our CPaaS, eSIM, and mobile applications.

If you love solving problems, building relationships, and helping customers succeed — you’ll feel right at home here.

• Act as the primary point of contact for onboarding and customer lifecycle management.

• Conduct product demos and assist clients through setup and activation of CPaaS and eSIM platforms.

• Respond to user queries via chat, email, company-managed messaging platforms, and voice calls with empathy and clarity. Do not request, collect, or share personal phone numbers, personal messaging (e.g., personal WhatsApp) contacts, or external URLs — all customer and candidate communications must occur through official company channels.

• Troubleshoot app setup, call quality, and product usage issues.

• Create, update, and manage support tickets using Freshdesk, ensuring smooth and timely resolution.

• Triage and escalate unresolved issues to L2/L3 teams via Jira, maintaining follow-up until closure.

• Track customer satisfaction and engagement metrics, ensuring proactive support.

• Contribute to FAQs, how-to guides, and internal knowledge base updates.

• Collect feedback and relay insights to the product team to enhance customer experience.

• 1–3 years in Customer Success, Client Servicing, or Technical Support (preferably SaaS, Telecom, or IT).

• Excellent communication and interpersonal skills (English proficiency required; Hindi/regional languages a plus).

• Hands-on experience with Freshdesk, Jira, or CRM/ticketing systems.

• Basic technical understanding of mobile apps, VoIP, or telecom platforms.

• Strong sense of ownership — focused on customer satisfaction, not just ticket resolution.

• Positive attitude, strong analytical mindset, and the ability to manage multiple clients efficiently.

• Competitive salary + performance incentives.

• Health and accident insurance.

• Exposure to global telecom products and clients.

• A fast-paced, collaborative, and growth-oriented environment.

• Continuous learning through real-world SaaS and telecom innovation.

• Customer Onboarding Completion Time

• Customer Satisfaction (CSAT/NPS) Scores

• First Response & Resolution Time

• Customer Retention and Renewal Rate

• Quality of Internal Documentation / Knowledge Base Contribution