Manager - Product Support

Job Description

Manager Product Support, Customer Support Location: Bangalore Reports to: Director - Product Support About LeadSquared: One of the fastest-growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 2000 customers with 4 lakhs+ users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high-velocity sales at scale. We are backed by prominent investors such as Stakeboat Capital, and Gaja Capital to name a few. We are expanding rapidly and our 1300+ strong and still growing workforce is spread across India, the U.S, Middle East, ASEAN, ANZ, and South Africa. Among Top 50 fastest growing tech companies in India as per Deloitte Fast 50 programs Frost and Sullivan's 2019 Marketing Automation Company of the Year award Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia-Pacific Listed as Top Rated Product on G2Crowd, GetApp and TrustRadius Customer Support @ LeadSquared The Customer Support at LeadSquared is a critical element of our future success. It includes a long-run relationship, takes complete ownership with top-notch customer handling skills, technical understanding. If you love to interact with customers and solve their problems then you should certainly join this team! The Role: Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared Ask customers targeted questions to quickly understand the root of the problem Resolving all customer issues in time bound manner Comply with the SLA for issue resolution Onboarding new customers: Providing Admin and User trainings etc. (over web and in-person) Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue Work closely with technical teams to enhance the quality of existing products Manage and monitor customers expectations Help in keeping customers extremely satisfied and thereby contributing to customer retention Requirements: 9+ years of experience in supporting web based software platforms SaaS for North American customers Proven ability to troubleshoot software, understand customer requirements workflow and resolve more advanced issues working within escalation procedures Good understanding of API, Webhooks, Connectors Good to have the understanding on at least one of the programming languages (PHP, Java, Python) Operational support experience - the ability to capture the user environment during troubleshooting, work towards speedy and accurate resolutions for client issues Excellent problem-solving, strong written & verbal communication and documentation skills Obsessed with customer support and delighting the customers Must have mentored / managed a small team of product support engineers for North American customers Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools Need to work in the US time zone