Associate - Customer Support

LeadSquared; Mumbai; On-site; INR 400,000 - 640,000; Full time

Job summary

LeadSquared is seeking a Product Support specialist to resolve technical issues for a web-based SaaS platform, ensuring customer success globally. You will diagnose problems, guide customers through solutions, and collaborate with engineering to surface bugs and improve the product.

The role demands strong communication, empathy, and ability to operate in a 24/7 shift environment, with exposure to North American or Indian enterprise customers.

Qualifications

• 1+ years of experience in product/technical support for a web-based SaaS platform
• Strong troubleshooting ability with systematic diagnosis
• Solid understanding of APIs, Webhooks, and Connectors
• Excellent written and verbal communication - clear, empathetic, professional
• Experience working with North American and/or Indian enterprise customers
• Ability to work in a 24/7 shift environment

Responsibilities

• Take full ownership of customer issues from first touchpoint to resolution
• Diagnose, troubleshoot, and resolve technical issues across the LeadSquared platform
• Ask sharp questions to reach root cause quickly
• Guide customers through solutions via phone, email, and chat
• Deliver resolution within SLA timelines consistently
• Collaborate with engineering and product to surface bugs and improvements
• Manage customer expectations and build trust during interactions
• Contribute to knowledge base with technical articles and guides
• Support onboarding and deliver product training for admins and users

Skills

Customer support

Troubleshooting

APIs & Webhooks

Communication

Enterprise experience

24/7 shift adaptability

Tools

CRM platforms

Programming basics (PHP/Java/Python)

Job description

Job Summary

LeadSquared Product Support is not a call centre. It is a critical, high-impact role that sits at the intersection of technology, customer relationships, and product improvement. You are the expert customers turn to when it matters most - and your ability to solve, communicate, and empathise directly shapes their experience with LeadSquared.

We are looking for people who love making customers successful - who feel the customer's pain, own the problem, and don't rest until it's resolved.

What You'll Do

• Take full ownership of customer issues - from the first touchpoint to complete resolution
• Diagnose, troubleshoot, and resolve technical issues across the LeadSquared platform with speed and precision
• Ask sharp, targeted questions to get to the root cause - fast
• Guide customers through solutions via phone, email, and chat with patience and clarity
• Deliver resolution within SLA timelines - every time, without exception
• Work closely with engineering and product teams to surface bugs, patterns, and improvement opportunities
• Manage and exceed customer expectations - turn every support interaction into a trust-building moment
• Contribute to the knowledge base - write clear technical articles, scripts, and diagnostic guides
• Support customer onboarding - deliver product training (web and in-person) for admins and end users

Must Have

• 1+ years of experience in product/technical support for a web-based SaaS platform
• Strong troubleshooting ability - you can diagnose complex issues systematically and efficiently
• Solid understanding of APIs, Webhooks, and Connectors
• Excellent written and verbal communication - clear, empathetic, and professional
• Experience working with North American and/or Indian enterprise customers
• Ability to work in a 24/7 shift environment

Good to Have

• Working knowledge of at least one programming language - PHP, Java, or Python
• Experience with CRM or marketing automation platforms
• Ability to create proof-of-concept solutions, sample scripts, and diagnostic tools

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.