Product Support Lead

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