Sr Service & Support Team Specialist

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.

Summary:

The Sr Service & Support Team Specialist is responsible for overseeing the day-to-day activities of the Payroll Operations team. This role provides leadership, mentorship, and functional expertise to ensure payroll processes are executed accurately, efficiently, and in alignment with customer Service Level Agreements (SLAs).

The Sr Service & Support Team Specialist actively supports process and technology initiatives that enhance operational performance and elevate the customer experience. This role requires strong problem-solving skills, the ability to manage complex customer communications, and the capability to build and maintain effective working relationships both internally and externally. The position operates under the direction of the Manager.

This position typically requires being onsite in an office at least 3 days per week.

• Ensure all payroll processes are executed accurately and within established timelines
• Serve as the subject matter expert (SME) for Payroll Services, providing functional guidance and support for issue resolution
• Identify opportunities for operational improvement and lead the implementation of process and technology enhancements
• Coach and mentor team members to optimize performance and professional development
• Manage and strengthen internal and external customer relationships
• Assist with workload management, prioritization of daily activities, and project coordination
• Establish standards and reusable best practices within Managed Services operations
• Partner with the Manager to identify and address training needs for new and existing team members
• Ensure appropriate team coverage during planned and unplanned absences
• Provide leadership review and sign-off on processing and daily activities across all Service Lines
• Serve as the first point of escalation for Service Line issues
• Provide day-to-day supervision and direction to Specialists on the assigned team (without direct reporting authority)
• Monitor completion of SSAE16 requirements and ensure compliance accountability.
• Attend and/or lead recurring service calls, business reviews, and project debriefs for assigned customers
• Perform additional duties as assigned by the Manager

• 5+ years of UKG Pro Payroll processing experience required
• Strong understanding and knowledge of US and Canadian payroll processing required
• Demonstrated success stabilizing customer accounts and managing multiple customers of varying complexity
• Strong customer service background
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel)
• Proficiency in Google Workspace (Gmail, Docs, Sheets)

• HR or Accounting experience preferred
• Strong interpersonal and relationship-building skills
• Ability to lead and influence without direct reporting authority
• Commitment to excellence and high performance standards
• Excellent written and verbal communication skills
• Strong organizational, analytical, and problem-solving abilities
• Ability to effectively manage competing priorities and workflows
• Adaptability and flexibility in a fast-paced, evolving environment
• High attention to detail and accuracy
• Ability to collaborate effectively with individuals at all organizational levels.
• Demonstrates leadership by example
• Capable of coordinating multiple tasks simultaneously