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.

Who You Are

• Responsible for guiding a team of Customer Support Payments Specialists
• Form a tight cross-functional relationship with key stakeholders
• Create and present a quarterly root cause analysis
• Recommend improvements to payments and tax products, features, and processes
• Ownership and accountability of the NSF process and collection for Support-owned customers
• Assist with resolving customer critical moments
• Understand customer needs related to payments and trends, and make recommendations to improve customer outcomes
• Contribute to the development and implementation of Payments Specialist training
• Obsess over customer satisfaction and set clear expectations for successful customer interactions
• Own and publish key metrics for your team
• 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

Your Success Profile

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

Qualifications

• 4 year degree or equivalent relevant work experience
• 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

Compensation

The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.