Manager, Customer 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. Our Values If this sounds like you, you’ll fit right in. 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 directio…