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 solid 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

📌 Product Support Lead (Bengaluru)
🏢 BiteSpeed
📍 Bengaluru