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 Rated Product on G2Crowd, GetApp and TrustRadius
Customer Support @ LeadSquared
The Customer Support at LeadSquared is a critical element of our future success. It includes a long-run relationship, takes complete ownership with top-notch customer handling skills, technical understanding. If you love to interact with customers and solve their problems then you should certainly join this team!
The Role:
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared
- Ask customers targeted questions to quickly understand the root of the problem
- Resolving all customer issues in time bound manner
- Comply with the SLA for issue resolution
- Onboarding new customers: Providing Admin and User trainings etc. (over web and in-person)
- Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
- Work closely with technical teams to enhance the quality of existing products
- Manage and monitor customers expectations
- Help in keeping customers extremely satisfied and thereby contributing to customer retention
Requirements:
- 9+ years of experience in supporting web based software platforms SaaS for North American customers
- Proven ability to troubleshoot software, understand customer requirements workflow and resolve more advanced issues working within escalation procedures
- Good understanding of API, Webhooks, Connectors
- Good to have the understanding on at least one of the programming languages (PHP, Java, Python)
- Operational support experience - the ability to capture the user environment during troubleshooting, work towards speedy and accurate resolutions for client issues
- Excellent problem-solving, strong written & verbal communication and documentation skills
- Obsessed with customer support and delighting the customers
- Must have mentored / managed a small team of product support engineers for North American customers
- Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools
- Need to work in the US time zone
