Lead - Product Support

Key responsibilities

1. Internal Product Support

•   Own end-to-end resolution of internally reported product issues across LOS, LMS, customer apps, and operations apps.

•   Monitor production dashboards/alerts,.

•   Be the escalation point for the support queue — decide what gets fixed directly, what needs engineering, and what needs a workaround.

2. Product Training & Induction

•   Plan and deliver recurring training — onboarding workshops, feature-release walkthroughs, refreshers for Sales, Operations, and Customer Success.

•   Adapt training delivery and language for varied audiences — from engineers to rural field agents.