About the role
01 🏢 About LeadSquared
LeadSquared is one of the fastest-growing SaaS companies in the CRM space — trusted by 1,700+ customers and 2 lakh+ users globally. We help organisations run high-velocity sales through intelligent automation, enabling teams to close more, faster. Backed by Stakeboat Capital and Gaja Capital, our 1,300+ strong team spans India, the US, Middle East, ASEAN, ANZ, and South Africa.
BFSI — banks, NBFCs, housing finance companies, insurers, and digital lenders — is one of LeadSquared's largest and most mission-critical verticals, powering digital lending and insurance sales journeys where uptime, accuracy, and compliance directly affect our customers' business.
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Top 50 Fastest Growing Tech
Deloitte Fast 50
🥇
Marketing Automation of the Year
Frost & Sullivan 2019
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FT 1000 High-Growth Asia-Pacific
Financial Times
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Top Rated Product
G2 · GetApp · TrustRadius
02 🎯 The Opportunity
Product Support at LeadSquared is not a call centre. It is a critical, high-impact role that sits at the intersection of technology, customer relationships, and product improvement — and within the BFSI vertical, it also sits at the intersection of compliance and business continuity. You are the expert BFSI customers turn to when a disbursement is stuck, a policy workflow breaks, or an integration with a bureau or KYC provider fails — and your ability to solve, communicate, and empathise directly shapes their experience with LeadSquared.
We are looking for people who love making customers successful — who feel the customer's pain, own the problem, and don't rest until it's resolved, especially when a fix carries real business and regulatory stakes for a bank, NBFC, or insurer.
03 ⚙️ What You'll Do
●Take full ownership of customer issues — from the first touchpoint to complete resolution
●Diagnose, troubleshoot, and resolve technical issues across the LeadSquared platform with speed and precision, including issues within loan/policy origination workflows and disbursement or renewal pipelines
●Ask sharp, targeted questions to get to the root cause — fast, including tracing failures across bureau checks, eKYC/eSign steps, and other BFSI-specific integrations
●Guide customers through solutions via phone, email, and chat with patience and clarity — often engaging credit, risk, operations, or compliance teams on the customer side
●Deliver resolution within SLA timelines — every time, without exception — with heightened urgency around issues that block disbursements, collections, or regulatory reporting deadlines
●Work closely with engineering and product teams to surface bugs, patterns, and improvement opportunities specific to BFSI workflows and integrations
●Manage and exceed customer expectations — turn every support interaction into a trust-building moment with compliance-conscious BFSI stakeholders
●Contribute to the knowledge base — write clear technical articles, scripts, and diagnostic guides, including BFSI-specific troubleshooting playbooks
●Support customer onboarding — deliver product training (web and in-person) for admins and end users at banks, NBFCs, and insurance companies
04 ✅ Must Have
●1 to 3 years of experience in product/technical support for a web-based SaaS platform
●Strong troubleshooting ability — you can diagnose complex issues systematically and efficiently
●Solid understanding of APIs, Webhooks, and Connectors
●Excellent written and verbal communication — clear, empathetic, and professional, including when navigating compliance-sensitive conversations
●Experience working with North American and/or Indian enterprise customers; experience with BFSI (banking, NBFC, insurance, or fintech lending) customers is a strong plus
●Ability to work in a 24/7 shift environment
Good to Have
●Working knowledge of at least one programming language — PHP, Java, or Python
●Experience with CRM or marketing automation platforms
●Exposure to core banking systems, Loan Origination Systems (LOS), or Loan Management Systems (LMS) — e.g., FinnOne, Newgen, Lentra, or similar
●Familiarity with BFSI-specific integrations — credit bureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification, DigiLocker, or eSign
●Basic awareness of RBI/IRDAI regulatory guidelines relevant to digital lending or insurance distribution
●Ability to create proof-of-concept solutions, sample scripts, and diagnostic tools
05 📊 Key Metrics You'll Own
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First Response Time
Speed matters — always
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SLA Adherence
Zero misses, every ticket
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CSAT Score
Delight, don't just resolve
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KB Contribution
Share knowledge, scale impact
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Escalation Rate
Solve more, escalate less
06 💙 How You'll Embody Our Values
At LeadSquared, this role is not just a function — it's a reflection of who we are as a company. Here's how your work ties to our core values:
◆ Customer Obsession
Every ticket, every call, every chat — the customer comes first, whether it's a bank, an NBFC, or an insurer.
◆ Empathy
You feel the frustration of a stuck disbursement or blocked policy issuance. You own the fix. You follow through.
◆ Ownership
No escalation until you've exhausted every option. You own it.
◆ Integrity
You set realistic expectations and always deliver on your word — critical when compliance deadlines are on the line.
◆ Innovation
You don't just fix — you find smarter ways to prevent issues across BFSI-specific workflows.
◆ Collaboration
You are the bridge between BFSI customers and the product team.
07 🚀 Why LeadSquared
⚡ Fast-Paced Growth
Work in an environment where impact is visible and rewarded quickly
🧠 Best Minds
Collaborate with industry leaders and product innovators
📈 Accelerated Career
Performance-driven growth — your trajectory is in your hands
🤝 Open Leadership
Easily approachable management — ideas are heard and acted on
🏦 BFSI Leadership
Work at the centre of one of the fastest-growing BFSI CRM and lending automation practices in the market
⏰ Flexible Environment
A culture that trusts its people to deliver on their own terms
If you believe great support in BFSI is not about closing tickets — it's about earning the trust of a bank, an NBFC, or an insurer when it matters most — we want you on this team.
Apply at: