Product Support Lead

About BiteSpeedHey there We are a Sequoia-backed SaaS startup building an AI-native Marketing, Support & Sales suite for e-commerce brands.We’re currently working with 3000+ e-commerce brands globally across 50+ countries and are fortunate to have raised $5.5M+ along the journey with marquee investors like Sequoia Capital India, Kunal Shah, Gaurav Munjal & more backing us.Check out more about us here - https://www.bitespeed.co/ and do read through our 200+ odd 5-star reviews to get a sense of what our customers say about us here - https://apps.shopify.com/bitespeed-fb-messenger-chatbot (we openly brag about this 😉)We’ve had some solid investors back us (making it easier for you to stalk us since you’d do this anyway):-BiteSpeed Raises USD 3.5M Funding, Led by Peak XV’s Surge- https://www.businesswireindia.com/e-commerce-ai-startup-bitespeed-raises-usd-3-5m-funding-led-by-peak-xvs-surge-92455.htmlE-commerce AI start-up BiteSpeed raises $3.5 million funding led by Peak XV’s Surge- https://www.thehindubusinessline.com/info-tech/e-commerce-ai-start-up-bitespeed-raises-35-million-funding-led-by-peak-xvs-surge/article68863058.eceBiteSpeed Raises $1.9 Million Seed Funding From Sequoia India's Surge- https://www.entrepreneur.com/en-in/business-news/bitespeed-raises-19-million-seed-funding-from-sequoia/418414About the roleAt BiteSpeed, providing the highest level of support possible has been a priority from Day 0. We have a track record of 200+ 5-star reviews on the Shopify app store with most of them mentioning our support, we openly brag about this (**https://apps.shopify.com/bitespeed-fb-messenger-chatbot)**.We’ve grown 10X over the past year and as we try to do that again over the next year, the quality of customer experience is one thing that we can’t compromise on, it should only go up. We’ve scaled teams and are now looking for someone to lead Product Support for us and help our customers get successful.What you’ll doLead and mentor our product support team, helping them grow and deliver top-tier service.Set up systems to log, categorize, and route bugs and feature requests to the product team — ensuring nothing slips through the cracks.Build and refine process frameworks that make support faster, smarter, and more delightful.Review customer screen recordings to spot UI/UX roadblocks and share actionable, structured feedback.Work directly with e-commerce founders in 50+ countries, helping them get the most out of our product.Use tools like SQL, JavaScript, Postman, and browser dev tools to debug and support product issues — and teach your team to do the same.What makes you a good fitYou're obsessed with creating a software service experience that parallels a Michelin star Italian restaurant.You've led or helped scale a team at an early-stage SaaS startup, and have the battle scars to prove it.You have a deep understanding of SQL, JavaScript, Postman API testing and web debugging/analytics, and you love simplifying complex problems.You geek out over building repeatable processes and driving operational excellence.You have a genuine interest in conversations with people from different backgrounds — you’re as curious about their stories as you are about their bugs.Salary and LocationLocation: BangaloreExpected CTC: We pay on top of market standards with generous ESOPs for everyone in the team.Our Way Of Life - https://www.notion.so/bitespeed/Way-Of-Life-At-BiteSpeed-44d9b9614d9641419da910189b1e9f8e.Our PurposeAt BiteSpeed, work is personal. You could blame this on us being existential, but most of us are spending the best years of our lives doing this and we want to be purposeful about the kind of workplace we’re trying to create.Our purpose is about why we’re here and what we care about:-Personal TransformationWealth CreationWinning TogetherOur ValuesOur values are about how we do what we do. Values define the right thing to do. We hire, reward and sometimes have to let go based on our values.We have 5 core values:-Go Above And BeyondMaking Things HappenSay It Like It IsProgress Over PerfectionDon’t Take Yourself Seriously, Take Your Work SeriouslyPerks & BenefitsSmall things we’ve done to ensure we take care of our wellness, learning & keep things fun:-Health Insurance - Health insurance cover and accident coverage for extra cushion and mental peace when rainy days hit us.Quarterly Off-sites - Quarterly off-sites are a core part of the BiteSpeed culture. Our off-sites range from intense quarter planning sessions to crazy mafia nights and competitive cricket matches (with a lot of trash talking).Cult Fitness Membership - All work and no play makes jack a dull boy. Cult Fit and Cult Play passes to make sure we hit the gym more often.Personal Development - We sponsor courses, conference tickets, books on a case to case basis to ensure we’re constantly growing.Salary In Advance - Trust first, by default. We pay out salaries in the first week of the month.How to apply?If this sounds interesting drop a personal note with why you'd want to work with us and what makes you a good fit on talent@bitespeed.co.Know someone who might be a great fit? Refer them to us, if they end up joining we'll send you an Apple Airpods Pro as a gesture of thanksFor any queries feel free to write to talent@bitespeed.co.