Manager, Customer Payments Support

Who We Are

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.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Who You Are

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.

What You Will Work On

• Lead a team of Customer Support Payments Specialists who assist our customers with inbound support inquiries across multiple channels
• 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
• Understand 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

How You Will Do Your Work

• Buils an Effective Team
• Develops Talent
• Cultivates Innovation
• Ensures Accountability
• Directs work

Qualifications

• 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

Pay

The base wage range for this position based in our Tampa Office is targeted at $102,000.00 to $127,000.00 per year.

Diversity

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. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.