Associate Manager-Product Support
About Greytip
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.
About the Department
The Helpdesk SBU supports clients across the India region by resolving product and payroll-related queries through tickets, phone, email, and remote support channels.
Position Purpose
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.
Preferred Functional Knowledge
- Indian Payroll and statutory compliance
- Customer support operations
- Team handling and people management
- Strong written and verbal communication
- Escalation and stakeholder management
Key Responsibilities
- Lead and manage a team to achieve service quality, productivity, and SLA targets.
- Monitor ticket queues, allocate work, and ensure timely resolution of customer issues.
- Handle critical customer escalations and collaborate with internal teams for resolution.
- Coach, mentor, and develop team members through regular feedback and performance reviews.
- Build strong customer relationships and ensure a high level of customer satisfaction.
- Drive process improvements, maintain support documentation, and track team performance metrics.
- Develop in-depth knowledge of greytHR products and guide the team on product and payroll-related queries.
Qualification and Experience
- Any Graduate (MBA is an added advantage).
- 5–8 years of experience in customer support in HRMS, Payroll, or SaaS environments.
- Minimum 2 years of experience leading or mentoring a support team.
- Strong knowledge of Indian Payroll is mandatory.
- Excellent customer handling, communication, and problem-solving skills.
- Familiarity with Hindi or other regional languages will be an added advantage.
Benefits
- Opportunity to work in a high-impact, fast-paced environment.
- Collaborative and growth-oriented culture.
- Competitive compensation and benefits.
