Product Support Lead

2 months ago

Pune, India Truein Full time
Job Title: Product Support LeadLocation: Baner, Pune

About Us

:Truein is a fast growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now believe in what we do and have embarked on this journey with us.At Truein, we are on a mission to bring transparency and controls in the time & attendance process. We leverage Face recognition and AI technologies. We are backed by Investors and a high potential team of 30 people and growing.Our Culture:At Truein, we genuinely care about every member we hire. You’ll learn new things regardless of your experience level. We strongly believe in creating value for all stakeholders - our employees, customers, and investors. We foster ownership, and have a dynamic, fun and vibrant startup culture.

Role Overview:As a Product Support Lead, you will play a crucial role in ensuring customer satisfaction by overseeing and optimizing the support operations. You will be responsible for leading and managing the Customer Support team, focusing on delivering exceptional support and technical assistance to Truein’s customers. This role involves ensuring a high-quality customer experience through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.The ideal candidate will be a self-starter who thrives in a dynamic startup environment, comes with a customer-centric approach, has a bias for action, and can effectively collaborate with cross-functional teams including Customer Success, Product, and Engineering.

Key Competencies:Understand customer needs and expectations to provide effective and timely support.Foster a customer-centric culture within the support team.Provide technical guidance to the support team and customers.Lead and inspire a team of support professionals to achieve performance goals.Conduct regular team meetings and training sessions to enhance skills and knowledge.Identify and resolve complex technical & functional issues efficiently.Implement proactive measures to prevent recurring problems.Communicate effectively with customers, internal teams, and stakeholders.Collaborate with the product development team to provide insights from customer support.Coordinate with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.Measure and enhance customer experience with data-led decisions and tracking KPIs.

Roles and Responsibilities:Identify and measure metrics for customer support teams (SLA’s, CSAT, Response and Resolution Time).Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).Monitor and maintain service level agreements (SLAs) for support response and resolution times.Recruit, train, and manage a team of product support specialists.Stay updated on the latest features, provide training to the support team on new features and changes.Conduct regular audits of customer interactions for compliance and improvement.Ensure accurate and up-to-date documentation of support processes and procedures.Develop and update knowledge base articles for customer self-service.Become a product expert - you'll be a go to resource for both customers and coworkers.Own the overall KPIs for customer support. Present regular updates to the leadership team on support performance.

Requirements:Bachelor's degree or equivalent experience in Computer Science or related field4+ years of experience in Customer Support for a B2B SaaS platform companyExcellent troubleshooting, presentation, and documentation skillsExcellent verbal and written communication skillsAbility to prioritize issues based on complexity and severityResult-oriented and has great attention to detailsStrong empathy for customers and passion for growthFlexibility with changing job duties and responsibilities

You will get:Competitive compensation package and benefitsWork closely with and be part of a truly amazing teamJoin a fast-growing company early, make a difference and enjoy the rideChallenge yourself and take your career to the next level

Truein is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

  • Product Support Lead

    2 months ago

    Pune, India Truein Full time

    Job Title: Product Support LeadLocation: Baner, PuneAbout Us: Truein is a fast growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now believe in what we do and have embarked on this journey with us.At Truein, we are on a mission to bring...

  • Product Support Lead

    2 months ago

    Pune, India Truein Full time

    Job Title: Product Support Lead Location: Baner, Pune About Us : Truein is a fast growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now believe in what we do and have embarked on this journey with us. At Truein, we are on a mission to...

  • Product Support Lead

    1 month ago

    pune, India Truein Full time

    Job Title: Product Support Lead Location: Baner, Pune About Us : Truein is a fast growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now believe in what we do and have embarked on this journey with us. At Truein, we are on a mission to...

  • Product Support Lead

    2 months ago

    Pune, India Truein Full time

    Job Title: Product Support LeadLocation: Baner, PuneAbout Us: Truein is a fast growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now believe in what we do and have embarked on this journey with us.At Truein, we are on a mission to bring...

  • Product Support Lead

    2 months ago

    pune, India Truein Full time

    Job Title: Product Support LeadLocation: Baner, PuneAbout Us: Truein is a fast growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now believe in what we do and have embarked on this journey with us.At Truein, we are on a mission to bring...

  • Production Support Lead

    5 months ago

    Pune, India F335 Deutsche India Private Limited, Bangalore Branch Full time

    Description Deutsche Bank has set for itself ambitious goals in the areas of Sustainable Finance, Environmental, Social, and Governance (ESG) Risk Mitigation as well as Corporate Sustainability. As Climate Change throws new Challenges and opportunities, the Bank has set out to invest in developing a Sustainability Technology Platform, Sustainability...

  • Product Support Lead

    3 weeks ago

    Pune H.O, India Truein Full time

    About TrueinTruein is a fast-growing B2B SaaS product company that offers Attendance & Timesheet solutions to companies with contractual and distributed workforces. With over 500 customers across the globe, Truein is on a mission to bring transparency and controls to the time & attendance process.Role OverviewAs a Product Support Lead at Truein, you will...

  • Production Support/SRE Lead

    2 weeks ago

    Pune, Maharashtra, India F337 Deutsche India Private Limited, Pune Branch Full time

    Job DescriptionWe are seeking a skilled Production Support/SRE Lead to join our team at F337 Deutsche India Private Limited, Pune Branch. As a key member of our ConUAT Delivery team, you will be responsible for managing the day-to-day operations of our E2E controlled UAT client testing ecosystem.Key Responsibilities:Manage and support the pre-production...

  • Production Support/SRE Lead

    3 weeks ago

    Pune, Maharashtra, India F337 Deutsche India Private Limited, Pune Branch Full time

    Job SummaryWe are seeking a highly skilled Production Support/SRE Lead to join our team at F337 Deutsche India Private Limited, Pune Branch. As a key member of our ConUAT Delivery team, you will be responsible for managing the day-to-day operations of our E2E controlled UAT client testing ecosystem.Key ResponsibilitiesManage and support the pre-production...

  • Production Support/SRE Lead

    3 weeks ago

    Pune, Maharashtra, India F337 Deutsche India Private Limited, Pune Branch Full time

    Job SummaryWe are seeking a highly skilled Production Support/SRE Lead to join our team at F337 Deutsche India Private Limited, Pune Branch. As a key member of our ConUAT Delivery team, you will be responsible for managing the day-to-day operations of our E2E controlled UAT client testing ecosystem.Main ResponsibilitiesManage and support the pre-production...

  • Production Support/SRE Lead

    2 weeks ago

    Pune, Maharashtra, India F337 Deutsche India Private Limited, Pune Branch Full time

    Job DescriptionWe are seeking a highly skilled Production Support/SRE Lead to join our team at F337 Deutsche India Private Limited, Pune Branch. As a key member of our ConUAT Delivery team, you will be responsible for managing the day-to-day operations of our E2E controlled UAT client testing ecosystem.Your primary responsibilities will include:Managing and...

  • Production Support/SRE Lead

    5 months ago

    Pune, India F337 Deutsche India Private Limited, Pune Branch Full time

    Description As part of the ConUAT Delivery team we are looking for a production support, site reliability engineering lead that can manage the day-to-day operations of the E2E controlled UAT client testing ecosystem.This role will have three main responsibilities, managing & supporting the pre-production client testing ecosystem which includes...

  • Production Support

    4 months ago

    Pune, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Bachelor's Degree **Travel Percentage**: 0% **4 to 6 Year -Production Support (AWS Fundamentals, Terraform, Change & Release Management) Pune Location, 24*7 Shift** **About this team**: **What you will be doing**: - Providing support on...

  • Production Support

    5 months ago

    Pune, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Associate's Degree **Travel Percentage**: 0% **2 to 6 Yrs - Production Support for Pune -24/7 Support on rotational basis** **About this team**: You will be part of the GDS/ASP Operations team, who is working within Hosting and Managed...

  • Production Support

    5 months ago

    Pune, India Jobs for Humanity Full time

    Company Description Company Name: FIS Global **Job Description**: **Position Type**: Full-time **Type of Hire**: Experienced (relevant combination of work and education) **Education Desired**: Associate's Degree **Travel Percentage**: 0% **Production Support for Pune - 24/7 Support on Rotational Basis (2 to 6 Years Experience)** **About this...

  • Product Support

    5 months ago

    Pune, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Bachelor of Commerce/Business **Travel Percentage**: 0% Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and...

  • Help Desk Support Specialist

    3 weeks ago

    Pune, Maharashtra, India Hawaii Tech Support Full time

    About Hawaii Tech SupportHawaii Tech Support is a trusted IT partner dedicated to empowering clients with robust and resilient technology solutions. Our team values trustworthiness, helpfulness, and compassion in our collaborations to support clients. As a Microsoft Small Business Specialist, we provide end-to-end IT solutions with a focus on reliability and...

  • Production support manager

    3 weeks ago

    Pune, India Creospan Private Limited Full time

    *******************Immediate Joiners only************************************ Job Title: Application Production Support - Senior Manager Location: Pune Job Summary: We are looking for an experienced and strategic Senior Manager for Application Production Support to lead our team in ensuring the stability, availability, and performance of our critical...

  • Product Support Director

    3 days ago

    Pune, Maharashtra, India Creospan Inc. Full time

    About Creospan Inc.Creospan Inc. is a global technology company with a subsidiary in Chicago, IL. Our mission is to deliver cutting-edge technology solutions to our clients. We have a strong presence in various domains, including Telecom, Technology, Manufacturing, Ecommerce, Insurance, Banking, Transportation, and Healthcare.Job Title: Application...

  • Production Support Engineer

    2 months ago

    Pune, India Creospan Private Limited Full time

    *************************Immediate joiners only************************************** Job Title: Java Lead (Production Support) Location: Pune Job Summary: We are seeking an experienced Java Lead specializing in production support to lead our team in Pune. The ideal candidate will oversee the stability, performance, and reliability of Java-based...