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. 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.

Your Success Profile

What You Will Work On

• 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
• 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. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
• Curious - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
• Directs work -  Providing direction, delegating and removing obstacles to get work done
• Builds an Effective Team -  Building a strong-identity team that applies their diverse skills and perspectives to achieve common goals
• Develops Talent -  Developing people to meet both their career goals and the organization’s goals through effective performance management, candid feedback and coaching conversations

Qualifications

• 4 year degree or equivalent work experience3+ 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
• PEO, payroll, benefits, or SaaS experience preferredExcited to be a part of a team that supports customers 24/7

The base wage range for this position based in our Tampa Office is targeted at $92,000.00 to $114,000.00 per year.

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