Adam Coyne
Senior Manager, Technical Support Engineering @UKG
Signup · Get unlimited contacts
WORK HISTORY
Senior Manager, Technical Support Engineering @UKG
Kent, GB
Lead a multi-layered EMEA support organisation of 40+(3 managers, 5 escalation managers) delivering HR, Payroll and Workforce Management SaaS support to enterprise and SMB customers. Own end-to-end support delivery across front-line, second-line and global TAM functions, driving operational excellence, customer satisfaction and commercial value at scale.Key achievements and impact- Transformed newly formed and underperforming teams into high-performing units by setting clear goals, standardising processes, and embedding best practices- Reduced cost-to-serve through operational efficiency and AI adoption, increasing team capacity and output without additional headcount- Reduced case resolution time by 50%- Cut aged backlog by 80%- Increased CSAT to 90%- Built and scaled a consistent escalation management model across the region- Reduced manager-level escalation involvement by 90%- Improved recovery of high-risk customer situations- Directly supported revenue retention and expansion by partnering with Sales and Customer Success on enterprise accounts, strengthening TAM adoption and long-term customer value- Co-led the global Support Standardisation programme, aligning processes, metrics, dashboards and customer experience across all UKG products- Played a key role in redesigning the UKG Community support portal, improving case intake, routing, and self-service- Led AI adoption across the support organisation- Designed and delivered a 10-week enablement programme- Implemented tools for case quality reviews, knowledge creation, training, and customer sentiment- Hired, onboarded and developed new frontline and escalation teams, improving regional capability and coverage in new strategic locations- Led and coached people leaders across global operations, driving performance, engagement and organisational change.
SKILLS
ABOUT ADAM COYNE
I lead large-scale SaaS support organisations that deliver real customer outcomes, not just ticket resolution.Right now, I run a 40+ person EMEA support function across frontline, second-line and escalation teams, supporting enterprise and SMB customers across HR, Payroll and Workforce Management solutions. My focus is simple: build high-performing teams, improve customer experience, and run support as a scalable, efficient operation.I’ve built my career from hands-on technical support through to senior leadership, so I understand how to fix problems at every level. That shows up in the results my teams and I deliver. I’ve transformed underperforming teams into high-performing ones, cutting resolution times by 50%, reducing aged backlog by 80% and driving CSAT to 90%.I’m genuinely passionate about people and customer service. I invest heavily in developing strong leaders, creating clear accountability, and building teams that take pride in delivering a great customer experience. For me, high performance and a strong team culture go hand in hand.I don’t just focus on operations. I focus on impact.I work closely with Sales and Customer Success to protect and grow revenue, improve retention, and expand TAM adoption across enterprise accounts. At the same time, I drive cost efficiency through standardisation, process improvement and AI-led automation, increasing capacity without increasing headcount.I’ve also led global initiatives to standardise support across products and regions, and more recently introduced AI into day-to-day support operations. This includes building and rolling out practical tools for case quality, knowledge creation, training and customer sentiment, as well as running structured enablement programmes to drive adoption at scale.What sets me apart is how I lead.I build strong leaders, not just teams. I set clear expectations, create accountability, and develop people to step up and own outcomes. I’m comfortable operating at both strategic and operational levels, from executive stakeholder management through to fixing what’s broken on the ground.If you’re looking for someone to scale support, improve customer experience, and run it as a commercial function, that’s where I add value.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.