Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Engaged Employer

Leena AI

Compare

3.0

based on 118 Reviews

42 Leena AI Jobs

Director - Product Support

LEENA AI

3.0

based on 118 Reviews

7-10 years

Gurgaon / Gurugram

Director - Product Support

Leena AI

posted 8d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Support CRM Product Support Team Management

Job Description

Role Overview: The Lead of Product Support will be responsible for leading and managing the product support function, ensuring that our enterprise clients receive exceptional service and support throughout their customer journey. This role involves strategic oversight, team management, and the implementation of best practices to deliver a world-class support experience.

The ideal candidate will have a strong background in SaaS support operations, excellent leadership skills, and a deep understanding of enterprise customer needs.

Key Responsibilities:

Strategic Leadership:

Develop and execute the product support strategy in alignment with company goals and customer needs.
Drive continuous improvement initiatives to enhance the support experience and operational efficiency.
Collaborate with other departments (Product, Engineering, Sales, etc.) to address and resolve client issues and drive product enhancements.

Team Management:

Lead, mentor, and develop a high-performing support team, fostering a culture of excellence and accountability.
Implement effective training programs and performance management processes to ensure team members are well-equipped to handle complex support issues.
Oversee recruitment, onboarding, and career development for the support team.

Customer Experience:

Ensure that enterprise clients receive timely and effective support, with a focus on delivering exceptional customer experiences.
Establish and monitor support metrics and KPIs, such as response time, resolution time, and customer satisfaction, to drive performance and measure success.
Develop and manage customer feedback mechanisms to continuously improve support processes and address client concerns.

Operational Excellence:

Implement and optimize support processes, tools, and technologies to enhance efficiency and effectiveness.
Develop and manage support workflows, escalation procedures, and knowledge base content to streamline issue resolution and information sharing.
Analyze support trends and data to identify root causes and proactively address potential issues.

Collaboration and Communication:

Serve as a primary point of contact for key enterprise clients regarding support-related matters.
Work closely with the Product and Engineering teams to provide feedback on product performance and contribute to product roadmap discussions.
Communicate support strategies, initiatives, and performance to senior leadership and other stakeholders.

Qualifications:

Experience: Minimum of 7-10 years of experience in customer support or product support roles within an Enterprise SaaS environment, with at least 3 years in a leadership position.
Education: Bachelors degree in Computer Science, or a related field; advanced degree is a plus.
Skills:
Proven track record of managing and scaling support operations for enterprise clients.
Strong leadership and team management skills with the ability to inspire and develop talent.
Excellent problem-solving and analytical skills, with the ability to leverage data to drive decisions and improvements.
Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
Proficiency in support tools and technologies (e.g., CRM systems, ticketing platforms) and a strong understanding of SaaS product ecosystems.

Why Join Us:

Innovative Environment: Be part of a forward-thinking company that values creativity and innovation.
Growth Opportunities: Enjoy opportunities for professional development and career advancement.
Dynamic Culture: Work in a collaborative and inclusive environment with a focus on work-life balance.
Competitive Compensation: Receive a competitive salary and benefits package, including health, dental, and retirement plans.

Skills

enterprise
crm systems
support metrics
saas product ecosystems
crm
operational efficiency
product support
saas support operations
training programs
leadership
customer experience
communication skills
team management
communication

Employment Type: Full Time, Permanent

Read full job description

Prepare for Director Products roles with real interview advice