Manager, Product Support

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023
  
  

Job Description

The isolved Manager, Product Support is responsible for your team's first-class support for isolved's ancillary product offerings. The Manager, Product Support will provide day-to-day coaching, guidance and leadership to Product Support Specialists to drive team productivity and communications within SLA. The Manager will also assist in leading strategic initiatives, proactively communicating with both external and internal stakeholders and employee development.

Core Job Duties

• Monitor individual SLA and KPIs to ensure maximum productivity and service level adherence from team.
• Monitor calls and written correspondence between specialists and customers for quality assurance purposes.
• Independently handle escalated issues and provide direction to both customers and internal stakeholders
• Create and assign individual training plans to ensure specialists are set up for success in troubleshooting cases in their assigned product area(s). Collaborate with Product and Training teams so staff are aware of releases that impact current functionality.
• Develop staff by managing performance, setting goals, providing ongoing 1:1s and maintaining strong employee relationships.
• Lead first-round interviews for open positions.
• Effectively develop and delegate to Team Leads
• Participate in project committees, as needed, strategically representing the Product Support business unit, in addition to your dedicated team.
• Be a change champion, continuously adapting to isolved's growth evolution and needs, acting as a positive influence to your team.
• Maintain a well-rounded understanding of isolved product functionality.
• Effectively manage a variety of tasks and projects to help drive continuous improvement within the Product Support unit.
  
  

Minimum Qualifications

• Bachelor's degree highly desirable
• 3-4 years in an HCM role with customer-facing responsibilities
• Excellent written and verbal communication skills
• Strong leadership and interpersonal skills, flexibility, and customer service oriented
• Strong knowledge of computer software applications (i.e. Microsoft Outlook, Explorer, Word, Excel, and Power Point).
• Typically requires a Bachelor's degree and 8+ years of direct experience, with 5+ years of management experience.
• Knowledge of isolved's ancillary product offerings
• Previous leadership experience
  
  

About Isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.