Lead - Product Support

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. As a Lead Product Support professional at LeadSquared, your role will involve driving customer issue resolution, mentoring support teams, and collaborating 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 Qualifications Required: - 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 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. As a Lead Product Support professional at LeadSquared, your role will involve driving customer issue resolution, mentoring support teams, and collaborating 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 Qualifications Required: - 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