Job Description – Support Consultant

Location: CM.com India Office, HSR Layout, Bangalore (Onsite)

Role Overview:

CM.com India is seeking a dynamic and results-oriented Support Consultant to drive

impactful communication strategies for our clients across SMS, WhatsApp, email, and social

media channels. This role carries an expanded mandate to support both SaaS and CPaaS

clients, bridging campaign execution with first-level product and technical troubleshooting,

platform support, and supplier coordination.

You’ll work closely with the Sales, Customer Success and Product teams to manage

campaigns, analyze performance, and support clients with CM.com’s products and platform.

The ideal candidate combines analytical skills, product knowledge, and hands-on

experience in client engagement and campaign delivery.

Key Responsibilities:

Campaign Management & Performance Optimization

- Plan, execute, and manage multi-channel campaigns (SMS, WhatsApp, Email, Social Media)

using CM.com’s software suite.

- Manage last-minute and scheduled campaign requests with accuracy and speed.

Campaign schedules could extend over weekends and outside business hours

(remotely) as well.

- Extract campaign performance data, generate insights, and build report on ROI which will

be shared with clients.

- Present campaign outcomes to stakeholders and recommend optimizations.

Industry Benchmarking & Insights

- Track industry benchmarks across campaign channels.

- Compare client KPIs with industry standards to identify areas for improvement.

- Deliver data-driven recommendations to improve campaign effectiveness.

SaaS Support Responsibilities

- Act as the first line of support for product-related issues across CM.com’s SaaS platform

(Marketing Automation with CDP, Chatbot and Agent Inbox, etc.).

- Provide L1 troubleshooting for campaigns, chatbot issues, workflow queries, and so on.

- Log and manage tickets on the internal JIRA support portal; collaborate with the Product

and L2 Support teams for resolution tracking.

CPaaS Support & Operations

- Coordinate with SMS aggregators and internal teams for supplier and route management.

- Monitor and ensure optimal delivery rates and margins for SMS traffic; flag delivery

failures, latency issues and margin drops and take necessary actions for resolution.

- Schedule regular and ad-hoc campaigns for clients, ensuring compliance with routing, DLT,

Meta and regulatory standards.

Cross-Functional Collaboration

- Collaborate with Account Managers and Customer Success Managers to ensure clients

receive value through timely delivery, data-backed performance insights, and proactive

support.

- Work closely with technical, product, and L2 support teams for end-to-end campaign

enablement and issue resolution.

Qualifications:

- Bachelor’s degree in Computer Science.

- 1–2 years of experience in digital campaign execution, product support and operations.

- Analytical skills and experience in KPI benchmarking, ROI analysis, and marketing

performance reporting.

- Familiarity with SaaS support processes, ticketing systems (e.g., JIRA), and L1

troubleshooting.

- Hands on experience in Microsoft Excel and reporting dashboards.

- Effective communicator with a strong client-facing orientation.

- Ability to multitask and thrive in fast-paced, high-stakes environments.