Product Support Manager: Customer Experience Leader

UKG; Alpharetta (GA); On-site; USD 81,000 - 116,000; Full time

Job summary

UKG is seeking a Product Support Manager in Alpharetta to lead a high-volume team delivering world-class customer experiences. The role requires onsite presence at least 3 days per week and close collaboration with cross-functional groups to drive improvements in service delivery and customer success.

You will mentor staff, manage metrics in Salesforce, align resources, provide regular updates to leadership, and promote Knowledge Centric Support.

Qualifications

• 3+ years of people management in customer or technical support.
• Excellent customer service and relationship-building skills.
• Strong leadership, mentoring and coaching abilities.
• Ability to multi-task, prioritize, and stay organized.
• Experience documenting and implementing processes.
• Knowledge of support tools for issue tracking and knowledge management.

Responsibilities

• Develop strategies, operating plans and manage execution within the Product Support team to provide high-quality service.
• Provide guidance to direct reports on challenges; interface with other technical teams and customers to ensure satisfaction.
• Gather and analyze team metrics to understand the business, manage KPIs and forecast needs.
• Identify and implement process improvements to increase efficiency and customer experience.
• Ensure all support requests are documented and tracked in Salesforce; adhere to case management practices.
• Promote Knowledge Centric Support and contribute to the knowledge base.
• Provide regular updates to Leadership and align expectations to achieve results.
• Resolve inter-departmental workflow issues and meet SLOs for the team.
• Participate in late & weekend shifts on a rotational basis; on-call rotations required.

Skills

Customer service

Leadership

Multi-tasking

Process documentation

Issue tracking tools

Knowledge management

Education

BS in CS/IT/Engineering

Tools

Salesforce CRM

Knowledge Base (KB)

Job description

UKG is seeking a Product Support Manager in Alpharetta to lead a high-volume team delivering world-class customer experiences. The role requires onsite presence at least 3 days per week and close collaboration with cross-functional groups to drive improvements in service delivery and customer success.

You will mentor staff, manage metrics in Salesforce, align resources, provide regular updates to leadership, and promote Knowledge Centric Support.