Greytip Software - Associate Manager - Product Support

Justification for Hiring

• The PSP business unit requires continued oversight of customer support quality, ticket handling efficiency, and product adoption.
• With the increased volume of PSP customers and the need to ensure consistent delivery, a dedicated Associate Manager is required to manage existing Team Leaders and drive operational excellence.
• This role helps prevent escalations, improve customer satisfaction, and retain key accounts.
  

Impact On Department/Organization

• Improved SLA adherence and customer satisfaction (CSAT).
• Stronger coaching, governance, and quality control across the PSP support teams.
• Reduced escalations and faster resolution on critical issues.
• Better product adoption and customer retention outcomes.
• Structured coordination with Product & Delivery teams to reduce recurring issues
  

Position Purpose

• The Associate Manager - Product Support (PSP) is responsible for leading Team Leaders and Support Specialists to ensure timely and high-quality resolution of customer queries.
• The role focuses on improving support delivery, maintaining SLAs, reducing escalations, and driving customer satisfaction.
• The AM will work closely with cross-functional teams, coach Team Leaders, streamline processes, and ensure continuous skill development within the team.
  

Preferred Functional Knowledge (Skills & Tools)

• Communication (Verbal & Written) High
• Leadership & People Management High
• Stakeholder & Escalation Management High
• Analytical and Problem-Solving Skills Medium to High
• Ticketing Tools (Freshdesk/Zendesk, etc.) Working Knowledge
• MS Excel / Reports & Dashboard Handling Medium
• Process Management & Documentation Product Support
• Team Leader Management
• Escalation Handling
• SLA/CSAT
• Freshdesk/Zendesk
• RCA
• PSP Customer Handling
• Process Improvement
• Coaching
• Reporting
  

Key Responsibility (Day To Day Activities)

• Lead and manage Team Leaders and their respective support teams.
• Monitor ticket queues and ensure adherence to SLA, FRT, CSAT, and Reopen % targets.
• Review escalated tickets and coordinate with teams (Product, Delivery, QA) for closure.
• Conduct weekly and monthly performance reviews with Team Leaders.
• Drive continuous improvement in support quality through feedback and coaching.
• Ensure knowledge base, SOPs, and process documents are up to date and followed.
• Identify recurring product issues and share structured insights with the Product team.
• Manage communication with critical customers when required.
• Support onboarding and training of new team members.
• Track team productivity and publish regular support dashboards.
• Plan and execute customer enablement and product adoption activities.
• Maintain a positive and collaborative working environment.
  

Qualification And Experience

• 7 to 10 years total experience in Product Support / Customer Support.
• Minimum 2 to 3 years experience handling Team Leaders or mentoring teams.
• Experience with SaaS / HRMS product environment preferred