Full-time
Executive / Senior Executive
Customer Excellence & Support
We are looking for a proactive and customer-focused Customer Excellence & Support Specialist to support our growing HRMS SaaS platform and deliver a reliable, high-quality customer experience. This role works closely with the Customer Excellence & Support Lead to provide timely assistance, resolve system-related issues, and support customers throughout their day-to-day HR and payroll operations.
You will play an important role in ensuring smooth platform usage, especially during critical payroll and statutory submission periods, while contributing to a responsive and professional support environment that strengthens customer trust and long-term satisfaction.
Serve as the first point of contact for customer inquiries and system-related issues through phone, email, and ticketing platforms
Diagnose, troubleshoot, and resolve basic to intermediate HRMS and payroll-related issues
Provide operational support during payroll cut-off periods, statutory submissions, and system go-live activities
Log, monitor, and manage support tickets through to resolution while ensuring SLA commitments are met
Guide customers on new system features, platform updates, and usage best practices
Assist with user onboarding, training sessions, user guides, and support documentation
Maintain professional communication and customer support standards across all interactions
Contribute to internal knowledge bases by documenting issues, solutions, and process improvements
Identify recurring support issues and recommend improvements to reduce ticket volume and improve customer experience
Work closely with Product, Engineering, and internal teams on testing, troubleshooting, product enhancements, and data migration support
Support user access management, including onboarding and deactivation processes
Diploma or Degree in Human Resources, IT, or a related field, or equivalent working experience
Minimum 2–5 years of experience in customer support, helpdesk, SaaS software, or ERP-related environments
Understanding of HR and payroll operational workflows, including payroll timelines and statutory processes
Strong analytical, troubleshooting, and problem-solving skills
Excellent communication and interpersonal abilities
Ability to manage multiple support requests in a fast-paced environment
Customer-centric mindset with strong attention to detail and operational accuracy
