Job Description

Associate Manager-Product Support

n

About Greytip

n

greytHR is a full-suite HRMS platform that automates HR and payroll processes, ensuring compliance and security. Serving 30,000+ clients across 25+ countries, greytHR delivers AI-powered Hire-to-Retire solutions and is proudly Great Place to Work Certified.

n

About the Department

n

The Helpdesk SBU supports clients across the India region by resolving product and payroll-related queries through tickets, phone, email, and remote support channels.

n

Position Purpose

n

Lead and mentor a team of Product Support Specialists to deliver exceptional customer support, ensure SLA adherence, manage escalations, and drive continuous improvement in support operations.

n

Preferred Functional Knowledge

n

n
Indian Payroll and statutory compliance
n
Customer support operations
n
Team handling and people management
n
Robust written and verbal communication
n
Escalation and stakeholder management
n

n

Key Responsibilities

n

n
Lead and manage a team to achieve service quality, productivity, and SLA targets.
n
Monitor ticket queues, allocate work, and ensure timely resolution of customer issues.
n




Handle critical customer escalations and collaborate with internal teams for resolution.
n
Coach, mentor, and develop team members through regular feedback and performance reviews.
n
Build strong customer relationships and ensure a high level of customer satisfaction.
n
Drive process improvements, maintain support documentation, and track team performance metrics.
n
Develop in-depth knowledge of greytHR products and guide the team on product and payroll-related queries.
n

n

Qualification and Experience

n

n
Any Graduate (MBA is an added advantage).
n
5–8 years of experience in customer support in HRMS, Payroll, or SaaS environments.
n
Minimum 2 years of experience leading or mentoring a support team.
n
Strong knowledge of Indian Payroll is mandatory.
n
Excellent customer handling, communication, and problem-solving skills.
n
Familiarity with Hindi or other regional languages will be an added advantage.
n

n

Advantages

n

n
Opportunity to work in a high-impact, fast-paced environment.
n
Cooperative and growth-oriented culture.
n
Competitive compensation and advantages.
n

📌 Associate Manager Payroll Support Karnataka (India)
🏢 Greytip Software Private
📍 India