Mgr. Product Support

Fairygodboss; Pune District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Fairygodboss is seeking a Manager for Product Support in Pune, India. This role involves leading a team of Support Representatives, providing exceptional customer service for UKG Pro, and driving business outcomes through effective management of payroll and HR solutions.

The ideal candidate will have over 12 years of experience in payroll or related domains, with strong leadership skills and expertise in managing high-performing teams. A Bachelor’s degree, along with excellent communication and data analysis skills, is essential for success in this position.

Qualifications

• 12+ years of experience in payroll, SaaS, or related domain.
• 5+ years of managing a high-volume support team.
• Proven leadership in building and managing high-performing teams.
• Experience improving support metrics and implementing proactive solutions.

Responsibilities

• Lead a front-line Product Support team, guiding daily operations.
• Ensure high-level customer satisfaction for UKG Pro and Workforce Management.
• Analyze support metrics and manage staffing to drive continuous improvement.
• Identify and resolve customer service issues with urgency.

Skills

Payroll management

SaaS

Customer service

Leadership

Data analysis

Communication

Education

Bachelor’s degree in business or equivalent

Tools

Case management systems

Microsoft Office Suite

Job description

About the Role

This Manager, Product Support position leads a team of Support Representatives across time zones, delivering customer‑facing support primarily via phone for UKG Pro customers. The role focuses on payroll and HR solutions, driving business outcomes through excellent service while building a high‑performing, engaged team.

Key Responsibilities

• Lead a front‑line Product Support team, guiding daily operations, staffing shifts, meetings, and training.
• Ensure high‑level customer satisfaction for UKG Pro and Workforce Management customers.
• Analyze support metrics, manage staffing, reassign workloads, and conduct regular audits to drive continuous improvement.
• Identify and resolve customer service issues, including escalations, with urgency and appropriate action plans.
• Foster a culture of trust, remove obstacles for team members, and coach for peak performance and career growth.
• Collaborate with product, engineering, and cross‑functional teams to implement creative support solutions.
• Measure team productivity, monitor work in progress, and report KPIs to leadership.
• Participate in the interview and hiring process.
• Provide on‑call/after‑hour support as part of the rotation.

Required Qualifications

• 12+ years of experience in payroll, SaaS, or related domain.
• 5+ years of managing a high‑volume support team.
• Bachelor’s degree in business, accounting, commerce, computer science, or equivalent work experience.
• Proven leadership in building and managing high‑performing teams.
• Experience improving support metrics and implementing proactive solutions.
• Strong data analysis, problem‑solving, and decision‑making skills.
• Excellent communication and leadership abilities.
• Proficiency in case management systems and Microsoft Office Suite.
• Direct experience coaching or developing customer‑support or technical‑support teams.
• Willingness to work in U.S. time zones.

Preferred Qualifications

• MBA or comparable postgraduate degree.
• Industry certifications such as FPC or CPP.
• Domain expertise in HR, payroll, time and labor, or HCM.
• Knowledge of HR, payroll, time and labor, and/or HCM domains.
• Experience preparing and writing demonstrations, policies, training, and procedures.
• Experience using data to drive decisions and creating reporting dashboards.

Interpersonal & Leadership Skills

• Excellent written and verbal communication.
• Conflict resolution ability.
• Strong customer service orientation.
• Ability to handle multiple tasks under stringent timelines.
• Highly motivated, team‑oriented, and adaptable under pressure.

EEO Statement

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

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail].