Justworks
Overview
Join to apply for the
Manager, Customer Support
role at
Justworks At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. Who You Are
As an experienced leader on our Customer Support team, you will be responsible for guiding your team of Support Advocates as they expertly handle a high volume of customer inquiries across multiple channels. In this role, you will focus on keeping work quality high and response times speedy as the company and our customer base grows. You should collect and prioritize common requests and needs from our customers and their employees to help Justworks improve. You should be a hands-on leader, who will think and act both strategically and tactically, to drive the team’s engagement at all points of the customer lifecycle. You should be an enthusiastic and creative individual with the ability to inspire others, as you will be responsible for coaching, mentoring and developing individual team members. Responsibilities
Lead a team of Customer Support Advocates who assist our customers with inbound support inquiries across multiple channels Obess over customer satisfaction and set clear expectations with your team for what successful customer interactions look like Own and publish key metrics for your team related to productivity and service quality Work closely with the Talent Acquisition and Training teams to evaluate and successfully onboard and ramp new employees Assist with resolving customer critical moments and turning a customer’s negative experience into a positive one Understand customer needs and make recommendations to improve customer outcomes Handle general management responsibilities, such as leading regular team meetings, individual one-on-ones, generating weekly metrics reports, quarterly business reviews, and conducting periodic performance reviews Help with process definition, optimization and improvements to make the team more efficient Collaborate with internal teams to deliver a high-quality customer experience Assist in formulating and revising customer support policies and promote their implementation Other duties as needed based on department and/or organizational needs How You Will Do Your Work
As a Manager of Customer Support, how results are achieved is paramount for your success and ultimately result in our success as an organization. Your foundational knowledge, skills, abilities and personal attributes are anchored in the following: Consultative - builds relationships, understands problems, and develops solutions through open-ended questions and active listening Taking responsibility - accountability and ownership for decisions, actions, and behavior Adaptability - ability to adjust approach in response to changes Solution Oriented - thorough, accurate, organized, and productive; understands causes and effects Curious - logical reasoning to break down and solve problems Directs work - providing direction, delegating and removing obstacles Builds an Effective Team - strong-identity team with diverse skills to achieve goals Develops Talent - coaching, feedback, and performance management In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS: Camaraderie Openness Grit Integrity Simplicity Qualifications
4 year degree or equivalent work experience; 3+ years leading a customer service team Passion for helping customers and superior customer support skills Experience and skill with mentoring, coaching, and performance management Proficiency with CRM and customer service platforms Experience identifying service trends and creating remediation paths Self-driven to be productive and seek self-improvement Genuine desire to improve service quality and team experience Comfort leading a team through change management and stressful situations Strong written and verbal communication with attention to detail Aptitude for learning new products and explaining them simply Ability to generate creative solutions and prioritize workload PEO, payroll, benefits, or SaaS experience preferred Excited to be part of a team that supports customers 24/7 The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $119,900.00 per year. Actual compensation is based on multiple factors including skill set, experience, and location. Salary ranges for other locations may differ based on cost of labor. For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks. Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. We depend on our differences to make our team stronger and our workplace more dynamic. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks provides reasonable accommodations to candidates and employees as required by law. If you need an accommodation, please contact accommodations@justworks.com.
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Join to apply for the
Manager, Customer Support
role at
Justworks At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. Who You Are
As an experienced leader on our Customer Support team, you will be responsible for guiding your team of Support Advocates as they expertly handle a high volume of customer inquiries across multiple channels. In this role, you will focus on keeping work quality high and response times speedy as the company and our customer base grows. You should collect and prioritize common requests and needs from our customers and their employees to help Justworks improve. You should be a hands-on leader, who will think and act both strategically and tactically, to drive the team’s engagement at all points of the customer lifecycle. You should be an enthusiastic and creative individual with the ability to inspire others, as you will be responsible for coaching, mentoring and developing individual team members. Responsibilities
Lead a team of Customer Support Advocates who assist our customers with inbound support inquiries across multiple channels Obess over customer satisfaction and set clear expectations with your team for what successful customer interactions look like Own and publish key metrics for your team related to productivity and service quality Work closely with the Talent Acquisition and Training teams to evaluate and successfully onboard and ramp new employees Assist with resolving customer critical moments and turning a customer’s negative experience into a positive one Understand customer needs and make recommendations to improve customer outcomes Handle general management responsibilities, such as leading regular team meetings, individual one-on-ones, generating weekly metrics reports, quarterly business reviews, and conducting periodic performance reviews Help with process definition, optimization and improvements to make the team more efficient Collaborate with internal teams to deliver a high-quality customer experience Assist in formulating and revising customer support policies and promote their implementation Other duties as needed based on department and/or organizational needs How You Will Do Your Work
As a Manager of Customer Support, how results are achieved is paramount for your success and ultimately result in our success as an organization. Your foundational knowledge, skills, abilities and personal attributes are anchored in the following: Consultative - builds relationships, understands problems, and develops solutions through open-ended questions and active listening Taking responsibility - accountability and ownership for decisions, actions, and behavior Adaptability - ability to adjust approach in response to changes Solution Oriented - thorough, accurate, organized, and productive; understands causes and effects Curious - logical reasoning to break down and solve problems Directs work - providing direction, delegating and removing obstacles Builds an Effective Team - strong-identity team with diverse skills to achieve goals Develops Talent - coaching, feedback, and performance management In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS: Camaraderie Openness Grit Integrity Simplicity Qualifications
4 year degree or equivalent work experience; 3+ years leading a customer service team Passion for helping customers and superior customer support skills Experience and skill with mentoring, coaching, and performance management Proficiency with CRM and customer service platforms Experience identifying service trends and creating remediation paths Self-driven to be productive and seek self-improvement Genuine desire to improve service quality and team experience Comfort leading a team through change management and stressful situations Strong written and verbal communication with attention to detail Aptitude for learning new products and explaining them simply Ability to generate creative solutions and prioritize workload PEO, payroll, benefits, or SaaS experience preferred Excited to be part of a team that supports customers 24/7 The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $119,900.00 per year. Actual compensation is based on multiple factors including skill set, experience, and location. Salary ranges for other locations may differ based on cost of labor. For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks. Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. We depend on our differences to make our team stronger and our workplace more dynamic. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks provides reasonable accommodations to candidates and employees as required by law. If you need an accommodation, please contact accommodations@justworks.com.
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