Manager, Customer Payments Support

Justworks•Tampa, FL

6h•$111,600 - $122,760•Onsite

About The Position

As an experienced leader on our Customer Support team, you will be responsible for guiding your team of Customer Support Payments Specialists as they expertly handle a high volume of customer payments 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. Along the way, it's key that you collect and prioritize common requests and needs from our customers and their employees to help Justworks improve. We are looking for 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.

Requirements

4 year degree or equivalent relevant work experience
3+ years managing a customer service team, preferably in the payments or payroll space
Expert level knowledge of payroll processing and payroll tax across PEO and non-PEO products
Passion for helping customers and Superior customer support skills - ability to be empathetic, compassionate, responsive and resourceful
Advanced experience and skill with mentoring and coaching
Proficiency with CRM and customer service communication platforms
Experience identifying service trends and creating a path to resolve them
Self-driven to be productive and seek out self-improvement
Genuine desire to improve the quality of service we provide as well as the experience of our team members
Comfort and experience leading a team through effective change management and stressful situations
Strong written and verbal communication skills with acute attention to detail
Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
Ability to come up with creative solutions to any problem you face, and know-how to organize and prioritize your workload
Excited to be a part of a team that supports customers 24/7

Responsibilities

Lead a team of Customer Support Payments Specialists who assist our customers with inbound support inquiries across multiple channels
Form a tight cross-functional relationship with key stakeholders across PTU, Legal, RevEn, and Security to ensure seamless interactions and alignment of goals and initiatives
Create and present a quarterly root cause analysis to report on payments and tax trends and insights to senior leadership
Recommend improvements to payments and tax products, features, and processes as a result of data-backed insights and analysis
Ownership and accountability of the NSF process and collection for Support-owned customers
Assist with resolving customer critical moments and turning a customer’s negative experience into a positive one
Understanding customer needs related to payments and trends, and ability to make recommendations to improve customer outcomes
Contribute to the development and implementation of Payments Specialist training
Obsess 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 such as response time, productivity, CSAT, QA, and utilization
Work closely with the Talent Acquisition and Training teams to evaluate and successfully onboard and ramp new employees
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
Other duties as needed based on department and/or organizational needs