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 touchpoints.

Requirements :

- 36 years of experience in product support, customer support, or technical account management.

- Strong experience with:

1. SQL (basic queries and data investigation)

2. JavaScript (troubleshooting and browser debugging)

3. 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 detail.

Preferred 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