Manager - Customer Support

Role : Customer Support [US Region]

Location: Bangalore

About LeadSquared:

One of the fastest growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1800+ customers with 2.50 lakhs users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high velocity sales at scale.

Known for its verticalized, industry-centric solutions, LeadSquared serves EdTech, Education, Healthcare, BFSI, Real Estate, Automotive, and Hospitality industries. The company is headquartered in Bengaluru with a local presence in New Jersey, Philippines, South Africa, Australia, and Indonesia.

The Role:

The Support Manager – US Region will lead and manage customer support operations for LeadSquared's North American customers. This role is responsible for ensuring exceptional service delivery, SLA adherence, and high CSAT scores while managing escalations and building a high-performing support team aligned with US business hours.

Key Responsibilities:

Customer Support Operations

• Ensure adherence to SLAs and response/resolution time targets.
• Monitor ticket queues and manage workload distribution.
• Handle escalated or high-priority customer issues effectively.
• Improve first-contact resolution and customer satisfaction (CSAT).

Escalation & Stakeholder Management

• Handle high-severity (P1/P2) escalations with urgency.
• Coordinate with Product and Engineering teams for faster resolution.
• Engage with US customers professionally and confidently on calls.
• Participate in customer review meetings when required.

Operational Excellence

• Monitor ticket queues and ensure SLA compliance.
• Analyze regional trends and customer feedback.
• Implement process improvements for faster resolution and better experience.
• Drive documentation, knowledge base updates, and automation initiatives.

Regional Support Ownership

• Own end-to-end customer support delivery for US-based clients.
• Ensure coverage across US time zones (EST, CST, PST).
• Act as the primary escalation point for critical North American accounts.

Team Leadership & Performance

• Manage, coach, and mentor a team aligned to US shifts.
• Set KPIs around SLA adherence, CSAT, FCR, and resolution times.
• Conduct regular performance reviews and training sessions.
• Build shift planning and workforce management models.

Requirements:

• Bachelor's degree (preferred in Engineering, IT, or related field).
• 5–7 years of experience in Customer Support, with 2–3 years in a leadership role.
• Experience handling US/Global client
• Must be okay working in US time zone [4pm-1:30am]
• Experience in SaaS, CRM, or technology-driven companies.
• Strong understanding of support metrics (SLA, CSAT, FCR, TAT).
• Excellent communication and stakeholder management skills.
• Ability to manage high-pressure situations and escalations.
• Familiarity with CRM platforms (LeadSquared, Salesforce, Zendesk, etc.) is advantageous.
• Experience resolving issues using remote support tools and a structured troubleshooting approach.

What Success Looks Like

• High customer satisfaction (CSAT) scores and adherence to SLA targets.
• Fast and accurate issue resolution with minimal escalations.
• Clear documentation and contribution to self-service resources.
• Strong collaboration with cross-functional teams to solve problems and improve product quality.

Why Should You Apply

• Opportunity to work with a fast-growing SaaS platform used globally.
• Collaborative, learning-oriented environment.
• Real impact on customer success and retention.
• Career growth within customer support and cross-functional roles.