PS Customer Support Manager

The Payment Services Support Manager has the responsibility of managing the day-to-day activities of the PS Support Organization. A passion for mentoring people, monitoring processes and ensuring technology is leveraged to exceed customer SLAs is required. Must actively support process and technology initiatives that will improve the operational performance of the team while delighting customers. This position will operate under the direction of the senior leader of support.

Ultimate is ranked #1 in FORTUNE’s Best Places to Work in Technology for 2016 and #15 for 100 “Best Places to Work For in 2016.” This is the 5th year in a row we have been ranked on FORTUNE’s list. We were #21 in 2015, #20 in 2014, and #9 in 2013. Ultimate is also ranked #5 on the inaugural list of “100 Best Workplaces for Millennials” and #8 on Forbes magazine’s 2016 list of the “Most Innovative Growth Companies.”

Primary Responsibilities: (other duties may be assigned)

  • Manages a staff of 8-15 to include a combination of Named Tax Reps and Subject Matter Experts.
  • Ensures daily workload and commitments have been completed timely and accurately within established SLAs
  • Develop strong relationships with internal partners including Workplace and Enterprise
  • Drives customer experience best practices across the Payment Services division
  • Monitors support metrics to manage and communicate performance of the support team
  • Coordinates & delivers support team trainings
  • Owns the development of customer facing material and trainings
  • Ensures customers getting timely communications
  • Manages customer relationship management system for quality and integrity while proactively resolvingcustomer potential issues
  • Responsible for teams’ customer relationship status and overall customer satisfaction with Payment Services
  • Develops staff through regular feedback, one on ones, coaching, and performance management
  • Conducts period and annual performance reviews
  • Manages staff working hours to ensure appropriate scheduling occurs to keep overtime within established budget guidelines
  • Ensures expenses are maintained within established budget
  • Builds and maintains strong peer relationships within the team and across the organization
  • Manages support escalations to resolution within established SLA’s


  • Must be able to manage in an organized, proactive and independent manner to meet all required deadlines and commitments
  • Strong communication skills
  • Excellent customer service skills
  • Strong relationship building skills are a must
  • Proficiency with Microsoft Office applications: Word, and Excel
  • Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
  • Ability to exercise judgment within broadly defined practices and policies in selecting methods and techniques for obtaining solutions
  • Highly motivated and team oriented
  • Process/operational excellence experience is a plus
  • General accounting experience
  • 5+ years of supervisory experience
  • 5+ years of service delivery experience
  • 5+ years of payroll and payroll tax industry experience
  • 5+ years United States multi-state and local payroll tax filing experiences
  • Previous experience using MasterTax payroll tax software is a plus
  • Working knowledge of UltiPro is a plus
  • People leader
  • Ability to manage multiple projects
  • Customer orientation


  • AA in Business, Accounting, Computer Science or a related field or equivalent work experience will be considered
  • Certified Payroll Professional (CPP) designation is desirable

Travel Requirement: Up to 10%

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