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 Excellent 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
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Indian Payroll and statutory compliance N
Customer support operations N
Team handling and people management N
Solid written and verbal communication N
Escalation and stakeholder management N
nKey Responsibilities
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Lead and manage ateam 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 robust 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
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Any Graduate (MBAis an added advantage). N
5–8 years of experiencein 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