Manager, Customer Support

Justworks • New York, NY

120d • $122,000 - $134,200

About The Position

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. 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.

Requirements

• 4 year degree or equivalent work experience.
• 3+ years leading a customer service team.
• Passion for helping customers and superior customer support skills - ability to be empathetic, compassionate, responsive and resourceful.
• Experience and skill with mentoring, coaching, and performance management.
• 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.

Nice To Haves

• PEO, payroll, benefits, or SaaS experience preferred.

Responsibilities

• Lead a team of Customer Support Advocates who assist our customers with inbound support inquiries across multiple channels.
• 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 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.

Benefits

• Welcoming and casual environment.
• Great benefits.
• Wellness program offerings.
• Company retreats.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree