Why UKG
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
About The Role
In this position, As the Manager, you are responsible for leading a team of Support Representatives in various time zones. The team is customer-facing, primarily via Incident management in Salesforce and call support, with UKG customers helping them troubleshoot and use UKG WFM products, with a focus on Time & Attendance, Scheduling, payroll and HR solutions. You'll drive business outcomes through excellent customer service while developing a highly performing, engaged team. The Manager, Product Support is primarily responsible for a team of Product Support Representatives, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all the following areas: Payroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.What You'll Do
Primary/ Essential Duties And Key Responsibilities
- Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG WFM customers.
- Provide high level customer satisfaction to the UKG WFM customer base to ensure current and future customer satisfaction by instilling confidence in UKG’s corporate service organization
- Guide daily operations for the UKG WFM Support Team including analysing metrics, staffing shifts, meetings, training, skill uplifting etc.
- Manage and facilitate satisfactory resolutions to customer’s service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
- Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance
- Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs
- Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences
- Offer and implement creative solutions within product support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments
- Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management
- Participate in the interview and hiring process
- Participation in on-call/after hour rotations is required to provide occasional after-hours support
Preferred Qualifications/Skills
- HR, Payroll, Time and Labor and/or HCM domain experience
- Strong leadership, teamwork, influencing, mentoring, and coaching skills
- Excellent customer skills and dedication to customer service
- Strong sense of urgency in the decision-making process when assessing problems/situations
- Strong in handling operational metrics with experience with reporting & using data to make decisions
- Experience with preparing and writing demonstrations, policies, training, and procedures
Interpersonal Skills
- Excellent written and verbal communication skills
- Conflict resolution
- Excellent customer service skills
- Ability to handle multiple tasks under stringent timelines
Highly motivated and team oriented
Leadership and Development
- Manage front-line Product Support team for UKG Pro Suite customers
- Drive high-level customer satisfaction through effective leadership
- Oversee daily operations (metrics analysis, staffing, training)
- Coach for performance excellence and career development
- Build trust while removing barriers to success
- Foster a positive work environment that celebrates achievements
Operational Management
- Monitor case/call queues for timely resolution
- Balance workloads through case reassignment
- Conduct regular work audits with feedback
- Analyze KPIs to address trends and improve performance
- Track productivity and time management
- Participating in hiring and on-call rotation
Customer Engagement
- Ensure timely connection with all customer contacts
- Minimize handoffs for seamless customer experience
- Resolve escalations urgently with effective action plans
- Address negative survey trends with appropriate coaching
Cross-Functional Collaboration
- Work with other managers to allocate resources effectively
- Implement creative solutions and partner with Product/Engineering
- Maintain communication with cross-functional teams
- Participating in peer collaboration to share best practices
Process Improvement
- Identify and develop process improvement opportunities
- Present enhancement ideas to leadership
On-Call Management
- Prepare team for on-call responsibilities
- Lead Weekend Prep calls and maintain on-call schedule
What You'll Need
Required
- 12+ years of experience in Customer Support/SaaS management or related role.
- 5+ years managing a high-volume support teams.
- Bachelor’s degree in Business, Commerce, Computer Science or a related field or equivalent work experience will be considered
- Proven leadership experience with a track record of building and managing high-performing teams
- Experience improving support metrics and implementing proactive solutions
- Strong data analysis and problem-solving skills
- Excellent communication and leadership abilities
- Proficiency in case management systems and Microsoft Office Suite.
- Hand on expereince in Salesforce CRM tool is a plus.
- Has directly handled frontline customer support teams and skip level reports
- Has experience coaching and/or developing a customer support or technical support team
- Open to work in US time zones
Company Overview
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.Disability Accommodation in the Application and Interview ProcessFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
