Job
Description
Role - Manager Product Support / Customer Support Location: Bangalore Reports to: Director- Product SupportAbout 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 Sullivans 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 TrustRadiusRole Overview: Customer Support @ LeadSquaredAs the Manager of the Product Support vertical for the EMEA and US regions, you will play a pivotal role in ensuring customer success by fostering a high-performing team of Support Engineers, optimizing support processes, and leveraging world-class tools and services. As a key member of the Support leadership team, you will contribute to strategic initiatives aimed at delivering an exceptional customer experience. This role demands strong relationship-building capabilities, deep technical and product expertise, effective project management, and a high level of empathy to drive customer satisfaction.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.
