Product Support Manager: Lead World‑Class Support

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

Job summary

UKG is seeking a Product Support Manager to lead a high-volume, customer-focused team onsite in Atlanta, three days per week. You’ll drive strategy, run daily operations, and ensure resources and training meet customer expectations while improving efficiency.

The role demands 3+ years of people management in a support setting, excellent customer service, strong leadership, and experience with Salesforce and knowledge management practices.

Qualifications

• 3+ years of people management in a customer or technical support environment.
• Excellent customer service skills and demonstrated track record in communicating with customers.
• Strong leadership, teamwork, mentoring, and coaching skills.
• Experience documenting and implementing processes and procedures.
• 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 consistently high-quality service which drives customer success.
• Provide guidance to direct reports on operational or technical challenges and interface effectively with other teams and customers to ensure satisfaction.
• Gather and analyze team metrics to understand the business, manage to KPIs, and predict future needs.
• Identify and implement process improvements to increase efficiency and customer experience.
• Ensure team documentation and tracking of all support requests in Salesforce CRM.
• Promote Knowledge Centric Support (KCS) practices and contribute to the knowledge base.
• Provide regular management updates to the Support Leadership team and set clear expectations.
• Lead inter-departmental workflow improvements and meet service level objectives.
• Participate in late & weekend shifts and on-call rotations as required.

Skills

Customer service

Leadership

Communication

Multitasking

Time management

Process documentation

Knowledge management

Education

BA/BS in Management

Computer Science

Information Technology

Engineering

Tools

Salesforce

Job description

UKG is seeking a Product Support Manager to lead a high-volume, customer-focused team onsite in Atlanta, three days per week. You’ll drive strategy, run daily operations, and ensure resources and training meet customer expectations while improving efficiency.

The role demands 3+ years of people management in a support setting, excellent customer service, strong leadership, and experience with Salesforce and knowledge management practices.