Technical Customer Escalation Manager

LeadSquared is a fast-growing SaaS CRM company serving 2,000+ customers globally with a growing presence across India, US, Middle East, ASEAN, ANZ, and South Africa.

We are looking for a Lead Product Support professional to drive customer issue resolution, mentor support engineers, and collaborate closely with product and engineering stakeholders to deliver an exceptional customer experience.

Key Responsibilities:

Lead and mentor product support engineers handling enterprise customer issues

Own critical escalations and ensure timely resolution within SLA timelines

Troubleshoot complex product, API, webhook, and integration-related issues

Collaborate with Product and Engineering teams on bug resolution and product improvements

Drive support process improvements, documentation, knowledge management, and operational excellence

Support onboarding, customer training, and adoption initi...