RazorSign
Website:
razorsign.com
Job details:
Job Title: Product Support Lead
Location: Baner, Pune | Work from Office
Reports To: Head of Operations
Job Summary:
We are seeking an experienced Product Support Lead to manage and mentor a team of support executives for our SaaS-based Legal Operations automation platform. The role requires strong expertise in Jira Service Management, stakeholder coordination, incident handling, and ensuring high-quality customer experience in a fast-paced product environment.
Key Responsibilities
🔹 Team Leadership & Management
- Lead, mentor, and manage a team of product support professionals
- Allocate tickets, monitor workloads, and ensure SLA adherence
- Conduct performance reviews, training, and skill development
- Foster a customer-first and accountability-driven culture
🔹 Jira Service Management & Ticket Governance
- Manage and optimize Jira Service Management workflows
- Ensure proper ticket triaging, prioritization, escalation, and closure
- Define SLAs, response metrics, and resolution benchmarks
- Create dashboards and reports for management visibility
🔹 Incident & Problem Management
- Lead critical incident handling and coordinate with Dev/QA teams
- Conduct root cause analysis (RCA) for recurring issues
- Track bug trends and drive permanent fixes
- Ensure timely communication with customers during incidents
🔹 Cross-Functional Coordination
- Work closely with Product, Engineering, QA, and Deployment teams
- Translate customer issues into actionable development tasks
- Participate in release planning and change management discussions
🔹 Process & Customer Excellence
- Develop SOPs and maintain knowledge base documentation
- Improve FRT, TAT, and CSAT metrics
- Handle escalations and support enterprise client calls
- Assist with vendor risk/security questionnaires (as required)
Required Qualifications & Skills
- 5–8 years of experience in Product Support / Application Support in a SaaS company
- Minimum 2–3 years of team management experience
- Strong hands-on expertise in Jira Service Management
- Experience managing SLAs, escalations, and incident workflows
- Understanding of SaaS architecture (cloud-hosted applications preferred)
- Exposure to compliance-driven environments (SOC 2, ISO 27001) is an advantage
- Strong analytical, communication, and stakeholder management skills
Preferred Experience
- Experience supporting LegalTech, Compliance Tech, or workflow automation products
- Familiarity with API-based integrations
- Experience handling enterprise B2B clients
Click on Apply to know more.