LeadSquared
Website:
leadsquared.com
Job details:
LeadSquared is a fast-growing SaaS CRM company serving 2,000+ customers globally with a 1000+ member team across India, US, Middle East, ASEAN, ANZ, and South Africa.
We are looking for a Lead Product Support professional to drive customer issue resolution, mentor support teams, and collaborate closely with product and engineering stakeholders to deliver an exceptional customer experience.
Key Responsibilities
- Lead and manage a team of product support engineers handling enterprise customer issues
- Own critical escalations and ensure timely resolution within SLA timelines
- Troubleshoot complex product, API, webhook, and integration-related issues
- Collaborate with Product and Engineering teams on bug resolution and product improvements
- Drive support process improvements, documentation, knowledge management, and operational excellence
- Support onboarding, customer training, and adoption initiatives
- Monitor team performance, coach team members, and ensure high customer satisfaction
Requirements
- 4+ years of experience in SaaS product/technical support with team handling experience
- Proven experience managing enterprise customer escalations
- Strong troubleshooting, stakeholder management, and communication skills
- Hands-on understanding of APIs, Webhooks, Connectors, and integrations
- Experience working in fast-paced SaaS/product environments
- Comfortable working in rotational/24x7 support environments
Good To Have
- Technical exposure to PHP, Java, or Python
- Experience with CRM or marketing automation platforms
- Ability to build sample scripts, workflows, or POCs
- Strong analytical and people management skills
Click on Apply to know more.