Mgr. Product Support

About the position

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 of the following areas: Payroll, Time and Labor/Employee Scheduling, Human Resources, Tax, or Benefits.

Responsibilities

• Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Ready customers
• Provide high level customer satisfaction to the UKG Ready customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization
• Guide daily operations for the UKG Ready Support Team including analyzing metrics, staffing shifts, meetings, training, 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
• 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
• Offer and implement creative solutions within product support
• 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

Requirements

• 2-5+ years' experience coaching and/or developing a customer support or technical support team
• Must be able to be in office 3 days a week

Nice-to-haves

• 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
• Experience with reporting & using data to make decisions
• Experience with preparing and writing demonstrations, policies, training, and procedures
• Bachelor's Degree preferred

Benefits

• Wellness programs
• Tuition reimbursement
• Customizable expense reimbursement program (U Choose)
• Support for student loan repayment
• Childcare assistance
• Pet insurance