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
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Indian Payroll and statutory compliancen
Customer support operationsn
Team handling and people managementn
Robust written and verbal communicationn
Escalation and stakeholder managementn
nKey Responsibilities
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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 solid 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 (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
Robust knowledge of Indian Payroll is mandatory.n
Excellent customer handling, c