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.

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