Senior Customer Support Executive

Customer Support Executive / Senior Customer Support Executive (Payroll HRMS)

Location: Mumbai (Work from Office)

About ZingHR

ZingHR is a leading AI-powered Human Capital Management (HCM) platform trusted by 2,000+ organizations across 60+ countries. Our platform helps enterprises manage Payroll, Attendance, Leave, Recruitment, Performance, Employee Lifecycle, and Workforce Management through a unified cloud-based HRMS solution.

We're looking for customer-focused professionals who enjoy solving client problems and delivering an exceptional support experience.

Job Summary

We are looking for a Customer Support Executive / Senior Customer Support Executive with hands-on experience supporting Payroll and HRMS applications. The ideal candidate should have worked in an HCM/HRMS product company, handling payroll-related customer queries through calls, emails, remote sessions, and ticketing systems.

This is not a payroll processing role. We are looking for professionals who have supported customers using Payroll software.

Key Responsibilities

Provide application support to enterprise customers using the ZingHR platform.

Resolve customer queries related to:

Payroll

Attendance

Leave

Employee Lifecycle

Employee Self Service (ESS)

Manager Self Service (MSS)

Handle customer issues through calls, emails, ticketing tools, and remote support.

Troubleshoot payroll processing, statutory configurations, attendance, and leave-related issues.

Understand customer requirements and provide timely resolutions within defined SLA timelines.

Coordinate with Product, Engineering, and QA teams for product issues and enhancements.

Document issues, workarounds, and resolutions.

Ensure high customer satisfaction and timely issue closure.

Build long-term customer relationships through proactive support.

Mandatory Requirements

Experience

26 years in Customer Support / Product Support / Application Support.

Mandatory Background

Candidates must have experience supporting Payroll within an HRMS/HCM product.

Required Skills

Payroll Module Support

HRMS / HCM Product Support

Customer Support

Ticket Handling

Client Query Resolution

Application Troubleshooting

Excellent Communication

Customer Relationship Management

Functional Issue Resolution

SLA Management

Basic SQL knowledge (Preferred)

What We're Looking For

Strong customer-first attitude.

Excellent verbal and written communication.

Ability to understand payroll concepts and troubleshoot functional issues.

Comfortable handling multiple enterprise clients.

Experience working with ticketing tools such as Freshdesk, Jira, Zendesk, or ServiceNow.

Ability to collaborate effectively with Product and Engineering teams.

Candidates Need Not Apply If

Your experience is only in payroll processing.

Your experience is limited to HR Operations or Shared Services.

Your background is only in Implementation or Functional Consulting with no customer support exposure.

Your experience is only in Technical/Desktop/Infrastructure Support.

Why Join ZingHR?

Work with one of India's fastest-growing AI-powered HR Tech companies.

Exposure to enterprise clients across multiple industries.

Learning and growth in Payroll and HCM SaaS.

Opportunity to work on AI-enabled HR technology products.

Career progression into Senior Support, Team Lead, Customer Success, or Product Consulting.