Product Support Manager

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.