Product Support Lead

4 days ago

Bengaluru, Karnataka, India Bitespeed Full time ₹ 14,40,000 - ₹ 16,00,000 per year

Roles And Responsibilities

  • Lead, mentor, and grow the product support team to deliver outstanding support experiences.
  • Act as an escalation point for complex customer issues and product queries.
  • Debug customer issues using tools like SQL, JavaScript, Postman, and browser developer tools.
  • Build processes to log, track, and prioritize bugs and feature requests.
  • Collaborate closely with the product and engineering teams to improve product reliability and usability.
  • Review customer screen recordings and usage patterns to identify UI/UX improvements.
  • Set up and maintain reporting on key support metrics (e.g., ticket volume, resolution time, CSAT).
  • Develop SOPs and knowledge bases for internal support teams and end users.
  • Drive process improvements to reduce ticket volume and improve self-service adoption.
  • Work directly with founders, developers, and marketers using BiteSpeed, helping them achieve their business goals.
  • Create feedback loops from support to product and marketing teams for continuous improvements.
  • Ensure a personalized, prompt, and delightful experience across all customer :
  • 3-6 years of experience in product support, customer support, or technical account management.
  • Strong experience with:
  • SQL (basic queries and data investigation)
  • JavaScript (troubleshooting and browser debugging)
  • Postman (API testing and validations)
  • Proven leadership experience or team management exposure.
  • Prior experience at a fast-paced SaaS or startup environment preferred.
  • Excellent communication skills and a problem-solving mindset.
  • Deep empathy for customers and strong attention to Qualifications :
  • Experience in e-commerce platforms (especially Shopify).
  • Familiarity with support tools like Intercom, Zendesk, or Freshdesk.
  • Basic understanding of UI/UX and customer journey mapping.
  • Ability to work in a global, remote-first team

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