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Product Support Manager

General Information

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Job Type:

Regular-Full Time


Atlanta - Georgia - United States, Lowell - Massachusetts - United States, Santa Ana - California - United States, St. Louis - Missouri - United States, Weston - Florida - United States

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at  #WeAreUKG 

Description & Qualifications


About the Team:
Join a talented, energetic, and innovative group, managing a support team chartered to provide support services to the UKG Pro and Pro Time customer base. Oversee support resources in providing exceptional customer product support and resolution in a fast-paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.

About the Role:
In this position, the Product Support Manager is primarily responsible for a team of Product Support Representatives, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, HR or Benefits, and previous experience managing product support/customer support teams.

Duties and Responsibilities:
• Manage a team of highly engaged individuals tasked with providing front line Product Support to our UKG Pro and Pro Time Customers
• Provide high-level customer satisfaction to the UKG Pro and Pro Time customer base to ensure current and future customer satisfaction by instilling confidence in UKG's global support organization
• Manage daily operations for the Support Team, including analyzing metrics, staffing shifts, meetings, training, etc.
• Manage and facilitate satisfactory resolutions to customer service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively
• Build and maintain trust while delegating purposefully, working with employees to understand the obstacles and barriers they experience daily. Work with them to identify ways to minimize those barriers and identify/obtain tools Product Support Representatives require for successful job performance
• Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs
• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests and aspirations and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences
• Offer and implement creative solutions within technical support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments
• Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management
• Participate in the interview and hiring process
• Participation in on-call rotations is required to provide occasional after-hours support


About You:

Basic Qualifications:
• 3+ years of people management experience in a customer support or technical support environment
• Professional experience using and supporting HR/Payroll applications

Preferred Qualifications:
• Experience preparing and writing demonstrations, proposals, policies, procedures, job descriptions, and schedules
• Demonstrated interpersonal, motivational, and managerial skills with a staff of employees
• Excellent customer skills and dedication to customer service
• Ability to manage conflict situations constructively
• Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills
• Work well in a team environment as an equal contributor
• Demonstrated track record in identifying and deploying leading-edge support solutions
• Use of sound judgment and a sense of urgency in the decision-making process when assessing problems/situations
• Bachelor's Degree

Pay Transparency for Colorado, New York, Washington and California

The pay range for this position in Colorado, New York, Washington and California is $76,500 to $110,000, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.
Information about UKG’s comprehensive benefits can be reviewed on our careers site at

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 Know Your Rights 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