Customer Support Manager

UKG is hiring!

About

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of PeopleDoc, 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. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture.

UKG (Ultimate Kronos Group) delivers HCM, payroll, HR service delivery, and workforce management solutions to drive better business outcomes, improve HR effectiveness, and create a more connected experience for everyone.
The company serves more than 50,000 customers across 165 countries.

Job Description

Within the French operations department, you will be in charge of managing the Prime Customer support team (6 people) and will report to the Head of Customer support 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.

*Your role: *
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.

  • 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.

Preferred Experience

  • Education: Master degree
  • Minimum 2 years of people management experience
  • 4+ years of experience in B2B support teams
  • Strong oral and written communications.
  • Excellent client presentation skills
  • Good understanding of HR daily challenges
  • Bonus if: you have knowledge of technical solutions (solution architecture, database and security, SaaS solutions).

Soft skills:

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

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75010)
  • Education Level: Master's Degree
  • Experience: > 4 years
  • Occasional remote authorized