Pros
Working as a Senior Manager – Customer Support gave me strong exposure to global customers and different business markets. I handled escalations, supported 10DLC and A2P compliance for the US region, and worked with customers using Salesforce, Zoho, and the mobile app. There is good cross-team collaboration with sales, product, engineering, and compliance. You get the freedom to improve processes, suggest changes, and work on projects that help customers and internal teams. The company encourages teamwork, learning, and open communication. Efforts are noticed, and contributions are appreciated. Overall, the role offers ownership, responsibility, and the opportunity to make a real impact on customer experience.
Cons
Customer support can get demanding at times, especially during major product releases or compliance updates like 10DLC. Workload may increase during such periods, but with proper planning and team coordination, it stays manageable.