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About the role
LeadSquared is a fast-growing SaaS CRM company serving 2,000+ customers globally with a growing presence across India, US, Middle East, ASEAN, ANZ, and South Africa. You are looking for a Lead Product Support professional to drive customer issue resolution, mentor support engineers, and collaborate closely with product and engineering stakeholders to deliver an exceptional customer experience. Key Responsibilities: - Lead and mentor 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 support quality and ensure high customer satisfaction Requirements: - 4+ years of experience in SaaS product/technical support with team leadership 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: - Experience as a Technical Account Manager (TAM) or in customer success-facing technical roles - 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 growing presence across India, US, Middle East, ASEAN, ANZ, and South Africa. You are looking for a Lead Product Support professional to drive customer issue resolution, mentor support engineers, and collaborate closely with product and engineering stakeholders to deliver an exceptional customer experience. Key Responsibilities: - Lead and mentor 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 support quality and ensure high customer satisfaction Requirements: - 4+ years of experience in SaaS product/technical support with team leadership 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: - Experience as a Technical Account Manager (TAM) or in customer success-facing technical roles - 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
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