Associate Manager-Product Support

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

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.

Opportunity to work in a high-impact, fast-paced environment.

Collaborative and growth-oriented culture.

Competitive compensation and benefits.