LeadSquared is a fast-growing SaaS CRM company serving 2,000+ customers globally with a growing presence 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 engineers, and collaborate closely with product and engineering stakeholders to deliver an exceptional customer experience.

Key Responsibilities:

Lead and mentor 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 support quality and ensure high customer satisfaction

Requirements:

4+ years of experience in SaaS product/technical support with team leadership 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:

Experience as a Technical Account Manager (TAM) or in customer success-facing technical roles

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