Job Information
UKG Sr Service & Support Team Specialist in Alpharetta, Georgia
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. *
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 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)
Preferred Qualifications:
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
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 UKGCareers@ukg.com.
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 https://www.ukg.com/about-us/careers/benefit
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.