Lead-Product Support
BengaluruFull-time5–8 yrsPosted 4 months ago
Senior IT support role at greytHR (Greytip Software) in Bengaluru. Needs 5–8 years and an MBA.
About the role
Lead and mentor a team of Product Support Specialists to deliver exceptional customer support, ensure SLA adherence, manage escalations, and drive continuous improvement in support operations.
What you'll do
- Lead and manage a team to achieve service quality, productivity, and SLA targets
- Monitor ticket queues, allocate work, and ensure timely resolution of customer issues
- Handle critical customer escalations and collaborate with internal teams for resolution
- Coach, mentor, and develop team members through regular feedback and performance reviews
- Build strong customer relationships and ensure a high level of customer satisfaction
What you need
- HRMS
- Statutory compliance