Assistant Manager - Product Support

LeadSquared; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

LeadSquared in Mumbai seeks a Product Support Manager to lead a small team delivering high-quality support to both technical and non-technical users via email, phone, and documentation. You’ll own customer issues, guide onboarding, and coordinate with engineering to improve product quality.

The role requires strong troubleshooting skills, customer empathy, and the ability to work in a 24/7 shift in a fast-paced SaaS environment. Joining LeadSquared means contributing to customer success at scale.

Qualifications

• 1+ years of experience supporting web-based SaaS platforms for NA and Indian customers.
• Ability to troubleshoot software, understand customer requirements and workflows, and resolve advanced issues within escalation procedures.
• Understanding of API, Webhooks, Connectors is preferred.
• Basic knowledge of at least one programming language (PHP, Java, Python) is a plus.
• Operational support experience to capture user environment during troubleshooting and drive speedy resolutions.
• Excellent problem-solving, written and verbal communication and documentation skills.
• Customer-focused and obsessed with delighting customers.
• Contribution to developing technical content and IPs such as knowledge base articles and diagnostic tools.
• Willingness to work in a 24/7 shift.

Responsibilities

• Own customer issues from report to resolution.
• Research, diagnose, troubleshoot, and identify solutions for LeadSquared users.
• Ask targeted questions to quickly understand the root cause.
• Meet SLA targets for issue resolutions.
• Onboard new customers: provide admin and user trainings (web and in-person).
• Guide clients through steps until issues are resolved via phone, email, or chat.
• Collaborate with technical teams to improve product quality.
• Manage customer expectations to ensure high satisfaction and retention.

Skills

SaaS Support

Troubleshooting

API & Webhooks

Programming (PHP/Java/Python)

Customer Communication

Documentation

Shift Work

Job description

Job Description:

About LeadSquared

One of the fastest growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1700 customers with 2 lakhs+ users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high velocity sales at scale.

We are backed by prominent investors such as Stakeboat Capital, and Gaja Capital to name a few. We are expanding rapidly and our 1300+ strong and still growing workforce is spread across India, the U.S, Middle East, ASEAN, ANZ, and South Africa.

• Among Top 50 fastest growing tech companies in India as per Deloitte Fast 50 programs
• Frost and Sullivan's 2019 Marketing Automation Company of the Year award
• Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia-Pacific
• Listed as Top Rates Product on G2Crowd, GetApp and TrustRadius

What you will be doing?

The Product Support at LeadSquared is a critical element of our future success. We are looking for people who love the job of making customers happy, who love making customers successful and who can understand the pain of customers. We are looking for a long run relationship and one who is committed & takes complete ownership with top-notch customer handling skills, technical understanding.

The Role is to manage a small team of Product Support Engineers who are responsible to deliver high quality support to technical and non-technical users of LeadSquared through email, phone and documentation.

Roles & Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared.
• Ask customers targeted questions to quickly understand the root of the problem.
• Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution.
• Onboarding new customers: Providing Admin and User trainings e.t.c (over web and in-person).
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Work closely with technical teams to enhance the quality of existing products.
• Manage and monitor customers’ expectations. Help in keeping customers extremely satisfied and thereby contributing to customer retention.

Key Requirements

• 1+ years of experience in supporting supporting web based software platforms SaaS for North American and Indian customers
• Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.
• Good understanding of API, Webhooks, Connectors.
• Good to have the understanding on at least one of the programming languages (PHP, Java, Python).
• Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.
• Excellent problem-solving, strong written & verbal communication and documentation skills
• Obsessed with customer support and delighting the customers.
• Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.
• Need to work in the 24/7 Shift

Why Should You Apply?

• Fast paced environment
• Accelerated Growth & Rewards
• Easily approachable management
• Work with the best minds and industry leaders
• Flexible work timings