Product Support

## About the Company We are a Y Combinator backed company (YC W21) and have closed our pre-series A round. Backed by experienced founders/CXOs/directors from renowned companies like WhatsApp, Lulu group, OYO, Netflix, Pepsico, Cleartax, InMobi etc. to add to our team. In 2025, Businessonbot has grown 20% MoM, March'25, MRR and inched towards profitability in Q1 of FY 2025. We target a massive wave of D2C businesses in India. In the year 2025, we are the market leader in our domain. There's never been a more exciting time to be in BusinessOnBot. We are on a mission to help a million+ consumer brands with automated sales and user acquisition via omni channels (WhatsApp/Instagram/Email and SMS) ## About the Role We are looking for a proactive Product Support Executive with around 2 years of experience in SaaS product support or technical customer support. In this role, you will serve as the first line of technical investigation for customer-reported issues, ensuring timely resolution while maintaining a high-quality customer experience. You will diagnose product issues, document reproducible bugs, and collaborate closely with Product, Engineering, and Customer Success teams to drive faster resolutions and improve platform reliability. The role requires strong analytical thinking, excellent communication, and the ability to translate customer problems into actionable technical insights. ## Key Responsibilities - Act as the main point of contact for customer queries, focusing on deep-dive troubleshooting of SaaS-based product issues. - Diagnose and document technical issues with extreme accuracy to ensure Engineering receives verified, reproducible cases. - Proactively identify and flag systemic platform bugs or regressions within the first day of reporting to minimize customer impact. - Author and update technical "how-to" articles and FAQs to drive customer self-service and reduce repetitive queries. - Manage the full lifecycle of technical escalations, ensuring no case remains stagnant and resolution is reached swiftly. - Collaborate with Product and Engineering teams to provide data-driven insights that influence the product roadmap. - Maintain high-quality communication across email, phone, and chat, ensuring strict adherence to response time standards. - Monitor and report on personal support metrics, consistently identifying ways to improve technical accuracy and resolution speed. ## Skills and Qualifications - Minimum 2 years of experience in customer support or client service roles, preferably in a SaaS environment. - Excellent verbal and written communication skills. - Proven experience in first-level troubleshooting and handling technical queries. - Strong problem-solving mindset with the ability to handle multiple cases simultaneously. - Customer-focused attitude with empathy and patience. - Experience using support tools like Jira, or similar platforms (preferred). - High attention to detail and accuracy in documentation. - A customer-oriented mindset with a focus on providing solutions. - Ability to manage multiple customer issues simultaneously. ## What We Offer - Exposure to SaaS product workflows and direct collaboration with product & tech teams - Opportunity for career advancement in support, customer success, or operations - Positive and collaborative work culture