Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.

About the Team:

The Escalation Management team is a part of the Engineering, Product, Cloud and Innovation (EPIC) organization within UKG. This team is a liaison between UKG’s Customer Experience organization and the EPIC org. We provide insights into trends to help improve the end-to-end customer experience. This person will be responsible for providing customer escalation management support to Customer Experience teams. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer’s business. The Escalation Manager will also be responsible for monitoring dashboards and metrics for trends to reduce the number of escalations and improve customer satisfaction.

About the Role:

Review customer escalations and determine if they meet documented requirements for engagement
Partner with Customer Experience and Executive Relationship Management teams to understand business impact
Coordinate assignment of customer escalations to the proper team member
Review weekly, monthly and quarterly reporting and assess impact proactively to Escalation Management
Conduct and report on internal metrics
Collaborate with partners in development to get traction on escalated issues

About You:

Basic Qualifications:

2+ years of experience in customer support, escalation management or related field
Comfortable working with CRM tools and ticketing systems
Ability to handle highly escalated customer situations and assess their business impact
Able to break down complex, technical processes into simple, logical steps
Knowledge of working with developers and software engineers

Preferred Qualifications:

Working knowledge of JIRA
Working knowledge of Salesforce
Strong verbal and written communication – must be comfortable working directly with SMEs (Subject Matter Experts)
Capable of working on multiple projects while maintaining close attention to detail
Excellent analytical, organizational and project management skills
Effective problem-solving and strong interpersonal skills with positive, ‘can do’ attitude
Self-Motivating, dedicated, with a strong sense of accountability
Excellent ability to handle multiple tasks under tight deadlines

Where we’re going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

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 UKGCareers@ukg.com.

The pay range for this position is $55,400.00 to $79,650.00, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers