Product Support Lead

As a Product Support Team Lead, your primary responsibility will be to lead, mentor, and grow the product support team to deliver exceptional support experiences. You will act as an escalation point for complex customer issues and product queries, utilizing tools such as SQL, JavaScript, Postman, and browser developer tools to effectively debug customer issues. Building processes to log, track, and prioritize bugs and feature requests, and collaborating closely with the product and engineering teams to enhance product reliability and usability will also be part of your role. Your key responsibilities will include: - Reviewing customer screen recordings and usage patterns to identify UI/UX improvements - Setting up and maintaining reporting on key support metrics like ticket volume, resolution time, and CSAT - Developing SOPs and knowledge bases for internal support teams and end-users - Driving process improvements to reduce ticket volume and enhance self-service adoption - Creating feedback loops from support to product and marketing teams for continuous improvements - Ensuring a personalized, prompt, and delightful experience across all customer interactions To qualify for this role, you should have: - 3-6 years of experience in product support, customer support, or technical account management - Strong expertise in SQL (basic queries and data investigation), JavaScript (troubleshooting and browser debugging), and Postman (API testing and validations) - Proven leadership experience or team management exposure - Prior experience in a fast-paced SaaS or startup environment - Excellent communication skills, a problem-solving mindset, deep empathy for customers, and a keen attention to detail Experience in e-commerce platforms, especially Shopify, is a plus. Familiarity with support tools like Intercom, Zendesk, or Freshdesk would be beneficial. A basic understanding of UI/UX and customer journey mapping, as well as the ability to work effectively in a global, remote-first team, will further strengthen your candidacy for this position.,