Product Support Manager: Lead Customer Success

UKG; Town of Florida (NY); On-site; USD 81,000 - 116,000; Full time

Job summary

UKG is seeking a Product Support Manager to lead a fast-paced, high‑volume support operation onsite at least 3 days per week. You will guide a team to deliver world‑class customer experiences, align resources, and drive ongoing process improvements while partnering with cross‑functional teams to maximize value from UKG solutions.

This role requires strong people leadership, strategic thinking, and a passion for coaching and developing team members in a dynamic environment.

Qualifications

• 3+ years of people management experience in a customer or technical support environment.
• Excellent customer service skills and proven ability to build relationships with customers.
• Strong leadership, teamwork, influencing, mentoring and coaching skills.
• Ability to multi-task, prioritize, manage time and stay detail-oriented.
• Experience documenting and implementing processes and procedures.
• Knowledge of support tools for issue tracking and knowledge management.

Responsibilities

• Develop strategies and operating plans for the Product Support team.
• Provide guidance to direct reports and interface with other technical teams and customers.
• Gather and analyze team metrics to manage KPIs and forecast needs.
• Identify and implement process improvements to increase efficiency.
• Ensure all support requests are tracked in Salesforce CRM.
• Adhere to established support processes for expedited resolutions.
• Promote Knowledge Centric Support and contribute to the KB.
• Provide regular updates to Support Leadership on performance.
• Resolve inter-department workflow issues.
• Meet or exceed service level objectives for the Product Support team.
• Participate in late & weekend shifts; on-call rotations.

Skills

People management

Customer service

Leadership

Time management

Process documentation

Support tools

Education

BA/BS degree in Management, CS, IT or related

Tools

Salesforce

Knowledge management tools

Issue tracking tools

Job description

UKG is seeking a Product Support Manager to lead a fast-paced, high‑volume support operation onsite at least 3 days per week. You will guide a team to deliver world‑class customer experiences, align resources, and drive ongoing process improvements while partnering with cross‑functional teams to maximize value from UKG solutions.

This role requires strong people leadership, strategic thinking, and a passion for coaching and developing team members in a dynamic environment.