Job Description

About SpotDraft

SpotDraft is revolutionising the way high-growth companies handle contracts. Our CLM platform is designed to make contracting a breeze – it's convenient, it's fast, and it's incredibly easy to use. We're all about empowering legal teams with the tools and systems they need to unleash their full potential.

Don't just take our word for it – industry giants like PhonePe, Chargebee, Unacademy, Meesho, and Cred are partnered with SpotDraft. Our platform is a game-changer, saving legal counsels over 10 hours of precious time each week and helping them close deals 25% faster.

Join the SpotDraft revolution and discover the future of contracting!

Your Mission:
As the “Product Support - Lead” at SpotDraft, you will manage, mentor, and guide a team of Product Specialists, ensuring smooth operations, efficient issue resolution, and a strong collaboration across departments. You will take ownership of escalated issues, act as a subject matter expert (SME), and provide strategic input for improving both internal processes and customer-facing solutions.

Key Responsibilities:

1. Leadership & Mentorship:

- Lead and mentor a team of Product Specialists, fostering skill development and professional growth.

- Provide guidance on complex troubleshooting, ensuring timely issue resolution and adherence to SLAs.

- Manage team performance through regular feedback, performance reviews, and goal setting.

2. Escalation Management:
- Serve as the point of contact for escalated issues, ensuring they are resolved efficiently with minimal impact on the customer.
- Collaborate with cross-functional teams (Product, Engineering, etc.) to facilitate the resolution of high-priority and complex issues. Implement and oversee the use of support management tools (e.g., Jira Service Management) to track and resolve customer issues efficiently.

3. Process Improvement & Strategy:
- Analyze support trends to identify areas for process improvements, suggesting and implementing enhancements to ensure continuous growth in team efficiency.
- Collaborate with leadership to refine the product support strategy, ensuring alignment with company objectives.

4. Customer Engagement & Success:
- Advocate for customer needs, ensuring customer satisfaction and helping them achieve success through the effective use of SpotDraft’s solutions.

5. Reporting & Insights:
- Oversee reporting on support team performance, identifying trends and areas for improvement.
- Regularly present insights and findings to senior leadership to inform product and support decisions.

Who You Are:
- 5+ years of experience in a years in product support / technical support or a related field, preferably in a SaaS environment, with at least 1 year in a leadership position.
- Deep understanding of API setups, HTTP error codes, database queries, and network troubleshooting.

- Expertise in log analysis tools (e.g., DataDog, SUMO Logic) and integrations.

- Proven experience in leading and mentoring technical teams. Strong people management and organisational skills, with the ability to motivate a team and drive results.

- Ability to handle complex customer issues, serve as an escalation point, and think strategically to prevent recurring issues.

- Strong communication skills, with the ability to work effectively with cross-functional teams and communicate complex technical issues clearly to customers and internal stakeholders.

- A passion for ensuring customer success, with a focus on building strong relationships with enterprise-level clients.

- Willing to work in a fast-paced environment, and comfortable with a 24/7 support structure when necessary.

- Experience with enterprise-level customers and large-scale deployments.

- Advanced knowledge of security protocols, SSO, and troubleshooting integration issues in complex environments.