Associate Mgr. Product Support
UKG · Pune
Why UKG:
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
About the role
As an Assistant Manager, Product Support, you will lead the day-to-day delivery of support for UKG Ready customers and directly manage a team of Product Support Representatives in India. You will translate support priorities into clear team actions, ensure customers receive timely and effective help, and build the capability and engagement of your team. Working with the Manager and cross-functional partners, you will use customer feedback and operational data to address risks, improve execution, and strengthen the support experience across Payroll, Time and Labor, HR, Benefits, Tax, and related HCM solutions.
What you will do
Team leadership and development
- Lead, coach, and develop Product Support Representatives; set clear expectations for customer ownership, case quality, productivity, communication, and professional conduct.
- Hold regular one-to-ones and performance conversations, recognize strong contributions, address performance gaps promptly, and create practical development plans.
- Build team capability through knowledge sharing, case reviews, cross-training, and coaching in product knowledge, troubleshooting, customer communication, and time management.
- Foster an engaged, respectful, and accountable team environment; listen to employee concerns and help remove barriers to effective performance.
Customer experience and daily operations
- Coordinate daily support operations for assigned US customer coverage, including shift readiness, staffing and workload distribution, queue health, case prioritization, and team communication.
- Promote end-to-end case ownership, timely customer engagement, clear progress updates, sound troubleshooting, and minimal avoidable handoffs.
- Monitor service levels, backlog and aging, resolution timeliness, productivity, quality, customer satisfaction, and escalations; identify emerging risks and take timely action.
- Lead or support customer escalations with urgency and professionalism. Coordinate the right resources, maintain clear customer expectations, and follow through to resolution.
- Balance customer demand, employee capacity, quality, and business priorities; raise coverage or resource risks to the Manager early.
Continuous improvement and collaboration
- Use reports, case trends, and customer feedback to identify recurring issues and recommend practical improvements to the Manager.
- Partner with Support leaders and teams such as Product, Engineering, Services, and Enablement to resolve customer-impacting issues and improve knowledge, processes, and resolution paths.
- Reinforce accurate case documentation, support procedures, training materials, and knowledge content to support consistent and scalable service.
- Encourage effective use of support tools, reporting, automation, and AI-enabled capabilities in line with approved practices; share observations and improvement ideas.
- Provide concise updates on team performance, customer risks, staffing needs, and action plans; follow through on broader support initiatives assigned by the Manager.
Hiring and workforce readiness
- Participate in interviews and candidate assessments; provide structured feedback to support consistent hiring decisions.
- Support onboarding and early development of new team members, and help maintain cross-training and skill coverage within the team.
What you will need
Required qualifications
- Bachelor’s degree in Business, Computer Science, Information Systems, Accounting, Commerce, or a related field, or equivalent practical experience.
- 8+ years of relevant experience in customer support, technical support, SaaS, or HCM environments, including at least 3 years of people-management experience.
- Experience directly leading a frontline customer or technical support team, including coaching employees and managing customer-impacting issues.
- Experience using operational metrics, reports, or customer feedback to monitor performance and guide team actions.
- Strong customer service, written and verbal communication, coaching, organization, and stakeholder collaboration skills.
- Experience with case management or customer support platforms and Microsoft Office applications.
- Ability to work from the office five days per week and work assigned shifts in India that support US customers, including evening or night hours; participate in occasional after-hours or on-call rotations as business needs require.
Preferred qualifications
- Experience supporting UKG Ready or other HR, Payroll, Time and Labor, Benefits, Tax, or HCM applications.
- Experience in a SaaS support organization, using structured case management and knowledge practices.
- Experience contributing to process improvement, operational change, training, or team engagement initiatives.
- FPC, CPP, SHRM, or another HCM-related certification.
What success looks like
- The team provides responsive, accurate, and professional support, with clear case ownership and customer communication.
- Daily staffing and workload are actively managed, service risks are surfaced early, and agreed actions are completed.
- Team members receive useful coaching, build product and troubleshooting skills, and understand their performance expectations.
- Customer feedback and operational data lead to timely team-level improvements and well-supported recommendations to the Manager.
- The team collaborates effectively with partner groups and contributes to consistent, scalable UKG Ready support.
Company Overview:
UKG is the Workforce Operating Platform with unified HR, payroll, and workforce management, built to solve the unique challenges of frontline work. Powered by people-first AI and decades of labor data, UKG turns workforce intelligence into real-time decisions around staffing, pay, compliance, and productivity, enabling every worker to confidently take action as work happens. That’s why more than 80,000 organizations worldwide trust UKG to run their workforce — not just manage it. Learn more at ukg.com.
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com