Team Lead – Product Support

About Greyti

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

.
About the Departme

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

s.
Position Purp

ose 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 operatio

ns.
Preferred Functional Knowl
edge Indian Payroll and statutory compli ance Customer support operat ions Team handling and people manage ment Strong written and verbal communica tion Escalation and stakeholder manage ment
Key Responsibil
ities Lead and manage a team to achieve service quality, productivity, and SLA tar gets. Monitor ticket queues, allocate work,



and ensure timely resolution of customer is sues. Handle critical customer escalations and collaborate with internal teams for resolu tion. Coach, mentor, and develop team members through regular feedback and performance rev iews. Build strong customer relationships and ensure a high level of customer satisfac tion. Drive process improvements, maintain support documentation, and track team performance met rics. Develop in-depth knowledge of greyt HR products and guide the team on product and payroll-related que ries.
Qualification and Expe
rience Any Graduate (MBA is an added advan tage).6–8 years of experience in customer support in HRMS, Payroll, or Saa S environ ments. Minimum 2 years of experience leading or mentoring a support team. Strong knowledge of Indian Payroll is mand atory. Excellent customer handling, communication, and problem-solving s kills. Familiarity with Hindi or other regional languages will

📌 Team Lead (Bengaluru)
🏢 Greytip Software Private
📍 Bengaluru