Full-time
Lead / Manager
Customer Excellence & Support
We are looking for a customer-focused and operationally driven Lead, Customer Excellence & Support to lead and scale our customer support function within a fast-growing HRMS SaaS environment. This role is responsible for shaping the overall customer support experience, ensuring service excellence, and building long-term customer trust through responsive, reliable, and high-quality support operations.
You will play a critical role in supporting customer retention, product adoption, and operational success by leading the helpdesk function, improving support workflows, and enhancing the overall customer experience.
Lead and manage the customer support and helpdesk function across HRMS and payroll-related operations
Design and improve support workflows, escalation processes, and service management procedures
Build, guide, and scale a high-performing support team with strong HRMS and payroll operational knowledge
Define, monitor, and continuously improve service standards and SLA performance
Manage escalated customer issues involving payroll deadlines, statutory matters, data discrepancies, and operational concerns
Identify recurring support issues and implement process improvements to reduce repeat incidents
Translate customer feedback into actionable insights for Product and Engineering teams
Collaborate with internal teams to improve system reliability, usability, and operational readiness
Develop and maintain HRMS knowledge bases, SOPs, user guides, and support documentation
Ensure support readiness during payroll cycles, regulatory updates, product releases, and new module rollouts
Support customer onboarding, adoption, and operational continuity across the platform
Minimum 5–8 years of experience in customer support, helpdesk operations, or customer success within a B2B SaaS environment
At least 2–3 years of experience in a leadership or team lead role
Strong understanding of HR and payroll operational workflows, including payroll timelines and statutory processes
Experience managing helpdesk tools, ticketing systems, knowledge bases, and customer support platforms
Exposure to ISO27001 practices is an advantage
Experience supporting payroll go-live projects or HRMS implementations is preferred
Strong communication, problem-solving, and stakeholder management skills
Ability to work effectively in a fast-paced and operationally critical environment
