Associate Manager product supportgreytHR • Nashik, IN
No longer accepting applications
Associate Manager product support
greytHR • Nashik, IN
5 days ago
Job descriptionImproved 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 he 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.. 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 Medium Product Support, Team Leader Management, Escalation Handling, SLA / CSAT, Freshdesk / Zendesk, RCA, PSP Customer Handling, Process Improvement, Coaching, Reporting 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. Bachelor’s Degree (BCom / BBA / BCA / BSc or equivalent). 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.
Position Title : 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
Position Purpose :
1. Preferred Functional Knowledge (Skills & Tools) :
2. Keywords :
Key Responsibility (Day to Day Activities) :
Qualification and Experience
Create a job alert for this search
Associate Product Manager • Nashik, IN
Related jobs
Product Operations & Design Associate
String Metaverse • Nashik, IN
Hyderabad, Work from Office, Monday - Saturday.We’re looking for a proactive Product Operations & Design Associate.Product Manager across multiple products.
If you are a strong communicator, extreme...Show more
Last updated: 1 hour ago • Promoted • New!
Tech Product Management Intern
A4G Impact Collaborative • Nashik, IN
AI Product Management & Development Intern.Team : Tech Systems and Products.Organisation : Omysha Foundation (VONG & A4G).
Join our Tech Systems and Products team as an AI Product Manager & Developer ...Show more
Last updated: 7 days ago • Promoted
Associate Project Manager
ACT21 Software • Nashik, IN
ACT21 Software is a leading SaaS company reshaping BFSI tech with low-code, and AI-driven solutions.We empower financial institutions worldwide with comprehensive Business Process Automation to enh...Show more
Last updated: 1 hour ago • Promoted • New!
Product Specialist
Confidential • India, Nashik
At ABB, we help industries outrun - leaner and cleaner.Here, progress is an expectation - for you, your team, and the world.
As a global market leader, we'll give you what you need to make it happen...Show more
Last updated: 19 days ago • Promoted
Customer Support Associate
Pilgrim • Nashik, IN
The Customer Support Associate is responsible for providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction.This role involves eff...Show more
Last updated: 30+ days ago • Promoted
Manager – Digital Products
PSA BDP • Nashik, IN
PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions.
The company is headquartered in Philadelphia,...Show more
Last updated: 30+ days ago • Promoted
Associate Program Manager
Clean Electric • Nashik, IN
Clean Electric is a Series A funded battery tech company focused on designing and manufacturing advanced li-ion batteries for EVs and energy storage applications which enable 12-min rapid charging,...Show more
Last updated: 1 hour ago • Promoted • New!
Product Manager (Generative AI)
HT Digital Streams • nashik, maharashtra, in
AI can shape user experiences — and the technical ability to build and test ideas independently.You will translate business goals into AI-powered workflows and products, building working prototypes...Show more
Last updated: 15 days ago • Promoted
Assignment Support Associate
NES Fircroft • Nashik, IN
Ready to take charge of expense management and ensure smooth pre-payroll activities? Join us as an Assignment Support Administrator and help streamline expense process with accuracy and efficiency!...Show more
Last updated: 30+ days ago • Promoted
Operations & Product Manager
Analyttica Datalab • Nashik, IN
Analyttica is a rapidly growing leader in data and analytics, driven by a passion for solving complex challenges and delivering high-impact projects.
We specialize in tackling transformative initiat...Show more
Last updated: 1 hour ago • Promoted • New!
Senior Product Designer
Brillio • Nashik, IN
We’re Hiring : Senior Product Designer | Brillio.If you love designing end-to-end experiences, enjoy collaborating with cross-functional teams, and are excited about how.
AI is reshaping product desi...Show more
Last updated: 1 day ago • Promoted
Associate Product Support Engineer
OvalEdge • Nashik, IN
OvalEdge is a modern Data Governance and Intelligence company helping enterprises build a strong foundation for Governance and responsible AI.
As AI adoption accelerates across industries, our platf...Show more
Last updated: 1 hour ago • Promoted • New!
Product-Led Growth Manager
Fuzen.io • Nashik, Republic Of India, IN
Fuzen is on a mission to democratize custom software for Small and Medium-sized Businesses (SMEs).We've built a mature tech platform with AI agents that allow businesses to get customized, ready-to...Show more
Last updated: 8 days ago • Promoted
Business Support Associate
Envu • Nashik, IN
At Envu, we partner with our customers to design world-class, forward-thinking innovations that protect and enhance the health of environments around the world.
We offer dedicated services in : Profe...Show more
Last updated: 8 days ago • Promoted
Product & Strategy Associate (Junior)
armor • Nashik, IN
Co-founded by one of India's largest gamers with a following of 15M+, armor is a consumer electronics brand that aims to build stylish, high-performing products that deliver exactly what they promi...Show more
Last updated: 1 hour ago • Promoted • New!
Product Intern – Product Design & Product Management | Global AI-Powered Tech Talent Platform
SkillsCapital • Nashik, IN
Are you excited about building great products that solve real user problems? Want to work at the intersection of product design, user workflows, and business strategy — inside a fast-scaling AI-pow...Show more
Last updated: 30+ days ago • Promoted
Associate Manager - Service Delivery
AVASO Technology Solutions • Nashik, IN
AVASO Technology Solutions is currently seeking a.Associate Manager - Service Delivery.IT Services to big national as well as international clients across multiple industries.We are an IT solution ...Show more
Last updated: 30+ days ago • Promoted
Lead Product Owner
thinkbridge • nashik, maharashtra, in
We are a global digital product development firm that helps growth-stage companies gain the technology sophistication and maturity of leading modern digital businesses.
We differentiate ourselves by...Show more
Last updated: 30+ days ago • Promoted