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Associate Manager Product Support
Associate Manager Product SupportgreytHR • Mysore, Republic Of India, IN
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Associate Manager Product Support

Associate Manager Product Support

greytHR • Mysore, Republic Of India, IN
22 hours ago
Job description

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

  • 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 :

  • 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..

    • 1. 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 Medium

    • 2. Keywords :

  • 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

  • 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.
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    Associate Product Manager • Mysore, Republic Of India, IN