Job
Description
About SpotDraft: SpotDraft is revolutionizing the way high-growth companies handle contracts. The CLM platform is designed to make contracting a breeze - convenient, fast, and incredibly easy to use. The company is focused on empowering legal teams with the necessary tools and systems to unleash their full potential. Industry giants like PhonePe, Chargebee, Unacademy, Meesho, and Cred have already partnered with SpotDraft. The platform is a game-changer, saving legal counsels over 10 hours of precious time each week and helping them close deals 25% faster. Join the SpotDraft revolution and discover the future of contracting! Your Mission: As the Product Support - Lead at SpotDraft, you will manage, mentor, and guide a team of Product Specialists. Your responsibilities include ensuring smooth operations, efficient issue resolution, and strong collaboration across departments. You will take ownership of escalated issues, act as a subject matter expert, and provide strategic input for improving internal processes and customer-facing solutions. Key Responsibilities: Leadership & Mentorship: - Lead and mentor a team of Product Specialists, fostering skill development and professional growth. - Provide guidance on complex troubleshooting, ensuring timely issue resolution and adherence to SLAs. - Manage team performance through regular feedback, performance reviews, and goal setting. Escalation Management: - Serve as the point of contact for escalated issues, ensuring efficient resolution with minimal impact on the customer. - Collaborate with cross-functional teams to facilitate the resolution of high-priority and complex issues. - Implement and oversee the use of support management tools to track and resolve customer issues efficiently. Process Improvement & Strategy: - Analyze support trends to identify areas for process improvements and implement enhancements to ensure continuous growth in team efficiency. - Collaborate with leadership to refine the product support strategy, ensuring alignment with company objectives. Customer Engagement & Success: - Advocate for customer needs, ensuring satisfaction and helping them achieve success through effective use of SpotDraft's solutions. Reporting & Insights: - Oversee reporting on support team performance, identifying trends and areas for improvement. - Present insights and findings to senior leadership to inform product and support decisions. Who You Are: - 5+ years of experience in product support or a related field, preferably in a SaaS environment, with at least 1 year in a leadership position. - Deep understanding of API setups, HTTP error codes, database queries, and network troubleshooting. - Expertise in log analysis tools and integrations. - Proven experience in leading and mentoring technical teams. - Strong communication skills and ability to work effectively with cross-functional teams. - Passion for ensuring customer success and building strong relationships with enterprise-level clients. - Comfortable with a fast-paced environment and a 24/7 support structure when necessary. - Experience with enterprise-level customers and large-scale deployments. - Advanced knowledge of security protocols, SSO, and troubleshooting integration issues in complex environments. Working at SpotDraft: Join an ambitious team passionate about creating a globally recognized legal tech company. Encouraged to play an active role in building the company and interact with influential founders, investors, and market leaders. Opportunity for hands-on impact and complete ownership of processes. Core Values: - Delight Customers - Be Transparent and Direct - Be Audacious - Prioritize Outcomes - Continuous Improvement - Elevate Each Other - Be Passionate and Take Ownership,
