LeadSquared is a fast-growing SaaS CRM company serving 2,000+ customers globally with a 1000+ member team 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 teams, and collaborate closely with product and engineering stakeholders to deliver an exceptional customer experience.

Key Responsibilities

• Lead and manage a team of 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 team performance, coach team members, and ensure high customer satisfaction
  
  

Requirements

• 4+ years of experience in SaaS product/technical support with team handling 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

• 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