Team Lead - Product Support

Role Overview GreytHR is a comprehensive HRMS platform trusted by 30,000+ clients across 25+ countries, delivering AI-powered HR and payroll solutions from hire to retire. We are looking for an experienced Team Lead to head our Product Support function and drive excellence in customer service delivery. This is a high-impact role within our Helpdesk SBU, which supports India-region clients through tickets, phone, email, and remote channels. Key Responsibilities - Lead and manage a team of Product Support Specialists to meet SLA targets, service quality benchmarks, and productivity goals - Monitor ticket queues, allocate work efficiently, and ensure timely and accurate resolution of customer issues - Handle critical escalations and coordinate with internal teams to drive closure on complex issues - Coach, mentor, and review team members through structured feedback and performance assessments - Build lasting client relationships and consistently maintain high customer satisfaction scores - Drive process improvement initiatives, maintain updated support documentation, and track key team performance metrics - Develop deep product knowledge of greytHR and guide the team on payroll and HR-related queries Required Qualifications - Any graduate degree; MBA is an added advantage - 6 to 8 years of experience in customer support within HRMS, payroll, or SaaS environments - Minimum 2 years of experience in a team lead or mentoring role - Strong working knowledge of Indian Payroll and statutory compliance is mandatory - Excellent communication, customer handling, and problem-solving abilities - Knowledge of Hindi or regional languages is an added advantage Why Join Us GreytHR offers a collaborative, growth-focused work culture that is Great Place to Work certified, giving you the opportunity to make a meaningful impact in a fast-paced and rewarding environment. You will receive competitive compensation along with strong internal growth prospects.

- 6 to 8 years of experience in customer support in HRMS, Payroll, or SaaS environments - Minimum 2 years of team lead or mentoring experience - Strong knowledge of Indian Payroll and statutory compliance - Any graduate degree; MBA preferred - Excellent communication and customer handling skills - Experience managing escalations and stakeholder relationships - Familiarity with Hindi or other regional languages is a plus

- High-impact and fast-paced work environment - Collaborative and growth-oriented company culture - Competitive compensation and benefits package - Great Place to Work certified organisation