Product Support Lead

Job Title: Product Support Lead

Location: Baner, Pune | Work from Office

Reports To: Head of Operations

Job Summary:

We are seeking an experienced Product Support Lead to manage and mentor a team of support executives for our SaaS-based Legal Operations automation platform. The role requires strong expertise in Jira Service Management, stakeholder coordination, incident handling, and ensuring high-quality customer experience in a fast-paced product environment.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and manage a team of product support professionals
• Allocate tickets, monitor workloads, and ensure SLA adherence
• Conduct performance reviews, training, and skill development
• Foster a customer-first and accountability-driven culture

Jira Service Management & Ticket Governance

• Manage and optimize Jira Service Management workflows
• Ensure proper ticket triaging, prioritization, escalation, and closure
• Define SLAs, response metrics, and resolution benchmarks
• Create dashboards and reports for management visibility

Incident & Problem Management

• Lead critical incident handling and coordinate with Dev/QA teams
• Conduct root cause analysis (RCA) for recurring issues
• Track bug trends and drive permanent fixes
• Ensure timely communication with customers during incidents

Cross-Functional Coordination

• Work closely with Product, Engineering, QA, and Deployment teams
• Translate customer issues into actionable development tasks
• Participate in release planning and change management discussions

Process & Customer Excellence

• Develop SOPs and maintain knowledge base documentation
• Improve FRT, TAT, and CSAT metrics
• Handle escalations and support enterprise client calls
• Assist with vendor risk/security questionnaires (as required)

Required Qualifications & Skills

• 58 years of experience in Product Support / Application Support in a SaaS company
• Minimum 23 years of team management experience
• Strong hands-on expertise in Jira Service Management
• Experience managing SLAs, escalations, and incident workflows
• Understanding of SaaS architecture (cloud-hosted applications preferred)
• Exposure to compliance-driven environments (SOC 2, ISO 27001) is an advantage
• Strong analytical, communication, and stakeholder management skills

Preferred Experience

• Experience supporting LegalTech, Compliance Tech, or workflow automation products
• Familiarity with API-based integrations
• Experience handling enterprise B2B clients