Sr Service & Support Team Specialist

Overview 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. Note : This position typically requires being onsite in an office at least 3 days per week. Duties & Responsibilities 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 Basic Qualifications 5+ years of payroll processing experience required 1+ year of UKG Pro payroll processing experience required Strong understanding and knowledge of US 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) Preferred Qualifications HR or Accounting experience preferred Strong understanding and knowledge of Canadian payroll processing 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 Company Overview UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It\'s this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. Equal Opportunity Employer UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster. UKG participates in E-Verify. View the E-Verify posters here. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 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 View email address on click.appcast.io. The pay range for this position is $56,800 to $81,650. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG\’s benefits and rewards at #J-18808-Ljbffr UKG