Product Support Manager

Role - 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 Rates Product on G2Crowd, GetApp and TrustRadius

Role Overview: Customer Support @ LeadSquared

EMEA and US

The Role

• Lead and manage a team of Support Engineers for

  US & EMEA Region

  , ensuring optimal performance, productivity, and compliance with organizational policies and procedures.
• Monitor and evaluate individual and team performance metrics, including quality scores, average handling time, customer satisfaction, and resolution rates.
• Provide continuous coaching, mentoring, and training to enhance the team’s technical proficiency, product knowledge, and customer service skills.
• Uphold quality standards through regular audits and provide constructive feedback to drive continuous improvement.
• Collaborate cross-functionally with Sales, Solutions Engineering, Customer Success, Product, and Engineering teams to ensure seamless customer engagement.
• Manage complex and high-impact escalations, serving as the primary point of contact for critical customer issues and ensuring timely resolution.
• Foster a positive and inclusive work environment that promotes employee engagement, professional development, and high retention.

Requirements

• Bachelor’s degree in computer science, Engineering, Business, or a related discipline.
• Minimum of 10-12 years overall experience including 2 years of experience working in US Hours and managing Product or Technical Support teams for US Region within the SaaS/PaaS technology sector.
• Demonstrated leadership and team-building capabilities with a track record of scaling customer support functions.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with both customers and internal stakeholders.
• Proven ability to drive customer success and deliver measurable business outcomes.
• Experience collaborating with cross-functional teams to develop and implement customer-centric solutions.
• Comfortable working in a fast-paced, dynamic environment with the ability to adapt to shifting priorities.
• Solid understanding of internet technologies and the value proposition of the LeadSquared platform.
• Willingness to work occasional weekends, holidays, and after-hours as required.