Product Support

About Us 

We are a Y Combinator backed company (YC W21) and have closed our pre-series A round. 

Backed by experienced founders/CXOs/directors from renowned companies like WhatsApp, 

Lulu group, OYO, Netflix, Pepsico, Cleartax, InMobi etc. to add to our team. 

In 2025, Businessonbot has grown 20% MoM, March'25, MRR and inched towards profitability in 

Q1 of FY 2025. We target a massive wave of D2C businesses in India. In the year 2025, we are 

the market leader in our domain. There's never been a more exciting time to be in 

BusinessOnBot. 

We are on a mission to help a million+ consumer brands with automated sales and user 

acquisition via omni channels (WhatsApp/Instagram/Email and SMS) 

Position Overview: 

We are seeking a full-time Product Support Executive with 2 years of experience in SaaS-based 

customer support and first-level troubleshooting. In this role, you will serve as the primary point 

of contact for our customers, ensuring a seamless and positive experience throughout their 

journey with us. You will be responsible for addressing customer queries, resolving 

product-related issues, and fostering strong client relationships. 

You will collaborate closely with cross-functional teams to ensure timely resolution of customer 

concerns and deliver exceptional service across channels such as email, phone, and chat. This 

role offers an opportunity to further strengthen your expertise in client communication, product 

troubleshooting, and customer success in a fast-paced startup environment. 

Key Responsibilities:

1. Primary Technical Contact: Act as the main point of contact for customer queries, 

focusing on deep-dive troubleshooting of SaaS-based product issues. 

2. High-Precision Bug Reporting: Diagnose and document technical issues with extreme 

accuracy to ensure Engineering receives verified, reproducible cases. 

3. Rapid Issue Detection: Proactively identify and flag systemic platform bugs or 

regressions within the first day of reporting to minimize customer impact. 

4. Knowledge Base Expansion: Author and update technical how-to articles and FAQs to 

drive customer self-service and reduce repetitive queries. 

5. End-to-End Case Ownership: Manage the full lifecycle of technical escalations, ensuring 

no case remains stagnant and resolution is reached swiftly. 

6. Cross-Functional Feedback: Collaborate with Product and Engineering teams to provide 

data-driven insights that influence the product roadmap. 

7. Professional Omnichannel Support: Maintain high-quality communication across email, 

phone, and chat, ensuring strict adherence to response time standards. 

8. Performance Excellence: Monitor and report on personal support metrics, consistently 

identifying ways to improve technical accuracy and resolution speed. 

Skills and Qualifications: 

1. Minimum 2 years of experience in customer support or client service roles, preferably in 

a SaaS environment. 

2. Excellent verbal and written communication skills. 

3. Proven experience in first-level troubleshooting and handling technical queries. 

4. Strong problem-solving mindset with the ability to handle multiple cases simultaneously. 

5. Customer-focused attitude with empathy and patience. 

6. Experience using support tools like Jira, or similar platforms (preferred). 

7. High attention to detail and accuracy in documentation. 

8. A customer-oriented mindset with a focus on providing solutions. 

9. Ability to manage multiple customer issues simultaneously. 

Benefits: 

• Exposure to SaaS product workflows and direct collaboration with product & tech teams 
• Opportunity for career advancement in support, customer success, or operations 
• Positive and collaborative work culture