Lead - Technical Account Manager

PhonePe Group; Bengaluru; On-site; INR 2,400,000 - 4,000,000; Full time

Benefits offered by this job

Medical Insurance

Wellness Program

Parental Support

Relocation Benefits

Retirement Benefits

Salary Advance

Job summary

PhonePe Limited is seeking a Lead Technical Account Manager in Bengaluru to build and lead a high-performing TAM team, guiding merchant success, and collaborating with Product, Engineering, and Sales to shape product roadmaps.

The role emphasizes leadership, deep technical guidance, and strategic account management to ensure customer satisfaction and scalable delivery of services in the payments space.

Qualifications

• 8+ years of client-facing Technical support/Technical account management experience.
• 3+ years leading a client-facing technical support team for a strategic customer cohort.
• Technical proficiency to provide architectural and infrastructure guidance.
• Strong troubleshooting skills for web and mobile applications.
• Basic knowledge of programming languages (Python, PHP, Java) and platforms (Web, Android, iOS).
• Proficiency in Excel, PowerPoint, and databases.
• Excellent multitasking and project management skills.
• Experience in the payments industry is a plus.

Responsibilities

• Build and lead the team of Technical Account Managers (TAMs).
• Define and execute merchant success strategies.
• Oversee team operations and SLA adherence.
• Act as escalation point for high-priority issues.
• Collaborate with Product, Engineering and Sales to relay customer feedback and influence roadmaps.
• Track and report on team performance metrics.
• Drive enablement and best practices for TAMs.
• Identify growth opportunities and mitigate risks with key accounts.
• Identify and implement process improvements for customer experience and efficiency.

Skills

Technical support

Technical account management

Leadership

Troubleshooting

Tools

Excel

PowerPoint

Databases

Python

PHP

Java

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.