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:

- 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 Medium

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:

- 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