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Customer Care Manager- SaaS

General Information

Ref #:

20210019717

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

France - France - Remote, Paris - Paris - France

Description & Qualifications

Description

UKG (Ultimate Kronos Group), delivers SaaS solutions to drive better business outcomes, improve HR effectiveness, and create a more connected experience for everyone. We help employees, anywhere, and transform HR into a digital service offering.

Here at UKG, “Our Purpose Is People”. UKG combines the strength and innovation of PeopleDoc (HRSD), Ultimate Software, and Kronos, uniting three award-winning, employee-centered cultures. We strive to create a culture of belonging and an employee experience that empowers our people.

The HR Service Delivery platform (formerly known as PeopleDoc) helps HR teams more easily answer employee requests on demand, automate employee processes, across multiple locations. HRSD serves more than 1000 clients with employees in 180 countries in 12 languages.
We are constantly working on improving our support & integration for our customers to maintain a high level of service experience.

Your role:
Within HRSD (ex PeopleDoc), and french operations team, you will be in charge of managing the Prime Customer Support team (6+ people) and will report to the Western Europe Customer Care Delivery Manager.

This position is open to full remote throughout France!

The mission of your team is to offer a great experience to all our customers in the daily usage of our products and services.
You are the client advocate and guardian of the customer’s voice, working cross-functionally with the different departments in the company to ensure a strong customer satisfaction.

The team is composed of 6+ Agents who handle tickets through internal tools (Zendesk and Jira) and phone calls. You will organize, process and animate this team to propose our customers a delightful experience.

Responsibilities:
• Answer any questions and solving queries for key customers and proactively accompanying them in the correct & optimal usage of our products.
• Lead Customer Support function: managing all external tickets and phone support, escalations, delivering a high satisfaction to the customers.
• Review and improve the team execution as needed to ensure that the team is organized in an optimal way to deliver its goals
• Provide vision on where the team is going. Mentor employees providing feedback on a regular basis. Address any performance issues straight away to ensure employees are aware of issues and have the chance to improve.
• Administrate and supervises the phone CRM system
• Identify challenges and improvement opportunities: proactively contributing to the enrichment and improvement of internal (processes) and external (FAQ) documentation to improve response times & quality and reduce the number of requests.

Qualifications

• Minimum 2 years of people management experience
• 4+ years of experience in B2B customer support teams in SaaS environnement
• Strong oral and written communications.
• Good understanding of HR daily challenges
• Technical skills for understanding our solutions and SaaS solutions (solution architecture, database and security).
• Excellent client presentation skills
• Open to full remote throughout France

Soft skills:
• Listening skills and empathy
• Flexibility, versatility and responsiveness
• Sense of organization, attentiveness, dialogue, discipline and adaptability
• French native. Fluency in English


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Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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