Product Support Team Lead

BiteSpeed; Bengaluru; On-site; INR 2,000,000 - 3,200,000; Full time

Benefits offered by this job

Health insurance

Quarterly off-sites

Cult fitness membership

Personal development sponsorship

Salary in advance

Job summary

A Sequoia-backed SaaS startup in Bengaluru is looking for someone to lead product support and address technical concerns for their growing customer base. The ideal candidate will have experience in a SaaS environment and a strong customer support background. You will work closely with e-commerce founders globally, helping them maximize their experience with our suite of tools. This role offers generous ESOPs and a chance to contribute to a dynamic team committed to exceptional customer service.

Qualifications

• Experience leading a team in a SaaS startup environment.
• Ability to handle technical and product-related customer issues.
• Genuine interest in understanding diverse customer needs.

Responsibilities

• Lead the product support team and address technical issues.
• Set up systems to log and route bugs and feature requests.
• Work directly with e-commerce founders to enhance product use.
• Work directly with e-commerce founders in 50+ countries, helping them get the most out of our product.

Skills

Customer support experience

Technical issue management

UI/UX understanding

Leadership experience

Education

Experience in early-stage SaaS

Tools

Bug tracking systems

UI/UX feedback

Job description

Hey there! We are a Sequoia-backed SaaS startup building an AI-native Marketing, Support & Sales suite for e-commerce brands.

We’re currently working with 3000+ e-commerce brands globally across 50+ countries and are fortunate to have raised $5.5M+ along the journey with marquee investors like Sequoia Capital India, Kunal Shah, Gaurav Munjal & more backing us.

Check out more about us here - https://www.bitespeed.co/ and do read through our 200+ odd 5-star reviews to get a sense of what our customers say about us here - https://apps.shopify.com/bitespeed-fb-messenger-chatbot (we openly brag about this 😉)

We’ve had some solid investors back us (making it easier for you to stalk us since you’d do this anyway):-

• BiteSpeed Raises USD 3.5M Funding, Led by Peak XV’s Surge- https://www.businesswireindia.com/e-commerce-ai-startup-bitespeed-raises-usd-3-5m-funding-led-by-peak-xvs-surge-92455.html
• E-commerce AI start-up BiteSpeed raises $3.5 million funding led by Peak XV’s Surge- https://www.thehindubusinessline.com/info-tech/e-commerce-ai-startup-bitespeed-raises-35-million-funding-led-by-peak-xvs-surge/article68863058.ece
• BiteSpeed Raises $1.9 Million Seed Funding From Sequoia India's Surge- https://www.entrepreneur.com/en-in/business-news/bitespeed-raises-19-million-seed-funding-from-sequoia/418414

About the role

At BiteSpeed, providing the highest level of support possible has been a priority from Day 0. We have a track record of 200+ 5-star reviews on the Shopify app store with most of them mentioning our support, we openly brag about this (https://apps.shopify.com/bitespeed-fb-messenger-chatbot).

We’ve grown 10X over the past year and as we try to do that again over the next year, the quality of customer experience is one thing that we can’t compromise on, it should only go up. We’ve scaled teams and are now looking for someone to lead Product Support for us and help our customers get successful.

What you’ll do

• Lead our product support team and handle technical/product issues.
• Set up systems to log, categorize, and route bugs and feature requests to the product team.
• Review customer screen recordings to spot UI/UX roadblocks and share actionable feedback.
• Work directly with e-commerce founders in 50+ countries, helping them get the most out of our product.

What makes you a good fit

• You care about creating a software service experience that parallels a Michelin star Italian restaurant.
• You’ve worked at an early-stage SaaS startup (bonus points if you’ve led a team before).
• You have a genuine interest in conversations with people from different backgrounds to learn about their lives.

Salary and Location

Expected CTC: We pay on top of market standards with generous ESOPs for everyone in the team.

Our Way Of Life

https://www.notion.so/bitespeed/Way-Of-Life-At-BiteSpeed-44d9b9614d9641419da910189b1e9f8e.

Our Purpose

At BiteSpeed, work is personal. You could blame this on us being existential, but most of us are spending the best years of our lives doing this and we want to be purposeful about the kind of workplace we’re trying to create.

Our purpose is about why we’re here and what we care about:-

• Personal Transformation
• Wealth Creation
• Winning Together

Our Values

Our values are about how we do what we do. Values define the right thing to do. We hire, reward and sometimes have to let go based on our values.

We have 5 core values:-

• Go Above And Beyond
• Making Things Happen
• Say It Like It Is
• Progress Over Perfection
• Don’t Take Yourself Seriously, Take Your Work Seriously

Small things we’ve done to ensure we take care of our wellness, learning & keep things fun:-

• Health Insurance - Health insurance cover and accident coverage for extra cushion and mental peace when rainy days hit us.
• Quarterly Off-sites - Quarterly off-sites are a core part of the BiteSpeed culture. Our off-sites range from intense quarter planning sessions to crazy mafia nights and competitive cricket matches (with a lot of trash talking).
• Cult Fitness Membership - All work and no play makes jack a dull boy. Cult Fit and Cult Play passes to make sure we hit the gym more often.
• Personal Development - We sponsor courses, conference tickets, books on a case to case basis to ensure we’re constantly growing.
• Salary In Advance - Trust first, by default. We pay out salaries in the first week of the month.

How to apply?

If this sounds interesting drop a personal note with why you'd want to work with us and what makes you a good fit on [e-mail].

Know someone who might be a great fit? Refer them to us, if they end up joining we'll send you an Apple Airpods Pro as a gesture of thanks!

For any queries feel free to write to [e-mail].