Job DescriptionAssociate Manager-Product Support
nAbout Greytip
ngreytHR 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.
nAbout the Department
nThe Helpdesk SBU supports clients across the India region by resolving product and payroll-related queries through tickets, phone, email, and remote support channels.
nPosition Purpose
nLead 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.
nPreferred Functional Knowledge
n
- n
- Indian Payroll and statutory compliancen
- Customer support operationsn
- Team handling and people managementn
- Robust written and verbal communicationn
- Escalation and stakeholder managementn
nKey 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
nQualification 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, c