Lead - Technical Account Manager

PHONEPE LIMITED; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Medical Insurance

Critical Illness Insurance

Relocation benefits

Job summary

PhonePe Limited is seeking a Lead Technical Account Manager to lead a dedicated TAM team and serve as a subject matter expert for technical and product discussions. You will align merchant needs with product roadmaps, ensure regulatory compliance, and drive proactive support for a broad merchant base.

The role emphasizes leadership, technical guidance, analytics, and collaboration with Product, Engineering, and Sales to improve merchant experiences across web and mobile platforms.

Qualifications

• 8+ years in client-facing technical support/technical account management.
• 3+ years leading client-facing technical support teams.
• Technical guidance for architects and infrastructure.
• Strong troubleshooting for web and mobile apps.
• Programming basics (Python/Java) and platforms (Web, Android, iOS) are a plus.

Responsibilities

• Team Leadership & Development: Recruiting, onboarding, mentoring TAMs to build a high-performing team.
• Merchant Success Strategy: Defining strategies enabling TAMs to deliver proactive support and customer satisfaction.
• Operational Excellence: Overseeing team operations, workload, resources, and SLAs.
• Escalation Management: Acting as escalation point for high-priority issues and timely resolutions.
• Customer Advocacy: Partnering with cross-functional teams to convey customer feedback and influence roadmaps.
• Metrics & Reporting: Tracking and reporting team performance metrics.
• Enablement & Best Practices: Driving knowledge-sharing and tools for consistent service.
• Strategic Account Oversight: Collaborating on key accounts to identify growth and mitigate risks.
• Continuous Improvement: Implementing processes to improve customer experience and efficiency.

Skills

Technical account management

Team leadership

Client-facing experience

Troubleshooting

Programming basics (Python/Java)

Tools

Excel

PowerPoint

Databases

Job description

• Department Name: Online Merchants Business

Company Description

PhonePe Limited (Formerly PhonePe Private Limited) is a technology company that builds digital platforms for Payments, Digital Distribution Services and Financial Services. Headquartered in India, the PhonePe digital payments app was launched in 2016. As of April 2026, PhonePe has over 70 Crore life-till-date registered users and a digital payments acceptance network spread across over 5 Crore merchants. PhonePe’s products and services include Consumer Payments (including Digital Distribution Services), Merchant Payments, Lending and Insurance Distribution services, and New Platforms, which comprise Share.Market (stock broking and mutual funds distribution platform), and Indus Appstore (Android-based mobile app marketplace). Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

Job Description

The Lead Technical Account Managers will play a key role by Building/Leading the team of dedicated Technical account managers and act as a subject matter expert for all technical and product related discussions. We see technical experience as a vital component of the overall merchant journey. When we excel in our role, merchants can effortlessly accept payments from their end customers and expand their businesses on PhonePe.

This role requires a blend of leadership qualities, technical expertise, strategic business insight, and analytical skills to understand merchant problems and deliver the solutions that meet client requirements, comply with regulatory standards, and align with the organization’s objectives.

Responsibilities:

Team Leadership & Development: Recruiting, onboarding, mentoring, and developing TAMs to build a high-performing, customer-focused team

Merchant Success Strategy: Defining and executing strategies that enable TAMs to deliver proactive support and ensure customer satisfaction

Operational Excellence: Overseeing team operations, including workload distribution, resource allocation, and adherence to service-level agreements (SLAs)

Escalation Management: Acting as a point of escalation for high-priority customer issues, ensuring timely and effective resolution

Customer Advocacy: Partnering with cross-functional teams (Product, Engineering, and Sales) to communicate customer feedback and influence product roadmaps

Metrics & Reporting: Tracking and reporting on team performance metrics

Enablement & Best Practices: Driving knowledge-sharing initiatives and equipping TAMs with tools and frameworks to deliver consistent and impactful service

Strategic Account Oversight: Collaborating with TAMs on key accounts to identify growth opportunities and mitigate risks

Continuous Improvement: Identify and implement process improvements to enhance customer experience and team efficiency

Qualifications

8+ years of experience in client-facing Technical support/ Technical account management roles.

3+ years of experience in leading and managing a client-facing technical support team that caters to a strategic customer cohort.

Technical proficiency to provide architectural and infrastructure guidance to customers.

Strong troubleshooting skills for technical issues in web and mobile applications.

Basic knowledge of programming languages (Python, PHP, Java), and platforms (Web, Android, iOS) will be a plus.

Proficiency in Excel, PowerPoint, and databases.

Excellent multitasking and project management skills.

Experience in the payments industry is a plus.

Strong technical, analytical, and presentation skills.

You encourage a healthy work environment that’s both supportive and challenging

You’re excited to help engineers develop new skills and advance in their careers

Additional Information

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.