Associate Manager Product Support

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.