Associate - Customer Support

LeadSquared; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

LeadSquared is seeking a Product Support professional in Mumbai to own and resolve customer issues on the SaaS platform. You will diagnose technical problems, interact with customers via phone, email, and chat, and work with engineering to surface bugs and improvements.

The role requires empathy, strong communication, and the ability to handle 24/7 shifts. The ideal candidate has 1+ years in product/technical support for web-based SaaS, with knowledge of APIs, Webhooks, and Connectors, and

Qualifications

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

Responsibilities

• Own customer issues from first touchpoint to resolution
• Diagnose and resolve technical issues across the platform quickly
• Ask targeted questions to reach root cause fast
• Guide customers via phone, email, and chat with clarity
• Deliver resolutions within SLA timelines
• Collaborate with engineering to surface bugs and improvements
• Exceed expectations and build trust in every interaction
• Contribute to knowledge base with technical articles and scripts
• Support onboarding with product training for admins and users

Skills

Troubleshooting

Written communication

Empathy

Customer communication

Tools

APIs

Webhooks

Connectors

CRM platforms

PHP

Java

Python

Job description

The Opportunity Product Support at LeadSquared 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.

02 The Opportunity

Product Support at LeadSquared 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.

03 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

04 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