Product Support Manager – Onsite Leadership & Growth

UKG; Lowell (MA); 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 team in Lowell, MA. You’ll drive customer success, coach team members, and partner with cross-functional teams to deliver world-class service for UK's workforce operating platform.

Ideal candidates have 3+ years of people management in support, excellent communication, and a track record of process improvements. Onsite 3 days/week with occasional on-call rotations and weekend shifts.

Qualifications

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

Responsibilities

• Develop strategies and manage execution within 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 technical teams and with customers directly to provide total customer satisfaction
• Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs
• Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience
• Ensure that the team documents, tracks, and manages all support requests, communications, and actions in the Salesforce CRM system
• Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences
• Promote Knowledge Centric Support (KCS) practices – team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB
• Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
• Provide leadership in resolving issues related to inter-departmental workflow and processes
• Meet or exceed the established service level objectives for the Product Support team
• Act as a primary management escalation resource for customer and internal feedback pertaining to the team
• Participate in late & weekend shifts on a rotational basis
• Participation in on-call rotations is required to provide occasional after-hours support

Skills

People management

Customer service

Leadership

Communication

Time management

Education

BA/BS in related field

Tools

Salesforce CRM

Job description

UKG is seeking a Product Support Manager to lead a fast-paced, high-volume support team in Lowell, MA. You’ll drive customer success, coach team members, and partner with cross-functional teams to deliver world-class service for UK's workforce operating platform.

Ideal candidates have 3+ years of people management in support, excellent communication, and a track record of process improvements. Onsite 3 days/week with occasional on-call rotations and weekend shifts.