Who You Are

As a leader on our Customer Support team, you will be responsible for guiding our Customer Success Representatives as they expertly handle a high volume of customer inquiries across multiple channels. In this role, you will focus on maintaining high quality work and achieving customer SLAs 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 enthusiastic and a creative individual with the ability to inspire others, as you will be responsible for coaching, mentoring and developing individual team members.

The shift schedule for this position is 11am-8pm EST M-F.

Please note: If hired, you will be expected to attend training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule.

Your Success Profile

What You Will Work On

• Lead a team of Customer Success Representatives who assist our customers with inbound support inquiries across multiple channels
• Obsess over customer satisfaction and set clear expectations for what successful customer interactions look like
• Handle general management responsibilities, such as leading regular team meetings, generating weekly metrics reports, and conducting periodic performance reviews
• Consistently coach and develop your team to provide service excellence and guide them as they grow in their career
• Serve as an escalation point to ensure customer issues are resolved in a timely manner; while working with internal stakeholders to expedite resolution
• Own and publish key metrics for your team, such as response time, CSAT, productivity, and agent occupancy
• Work closely with our Training team to successfully onboard and ramp new employees
• 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

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You're an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You're curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You're committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You're honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: "Everything should be made as simple as possible, but no simpler."

Qualifications

• 4 year degree or equivalent work experience
• Minimum 2 years of experience in a people management role
• Passion for helping customers and colleagues
• Proven experience with mentoring and coaching fellow team members
• Proficiency with CRM and communication platforms (Zendesk, Talkdesk, JIRA, etc)
• Ability to identify service trends and present a path to resolve them
• Genuine desire to improve the quality of service we provide as well as the experience of our team members
• Superior customer support skills and comfort handling challenging situations over the phone - ability to be empathetic, compassionate, responsive and resourceful
• 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 preferred
• Excited 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 $83,515.00 to $91,866.50 per year.

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