Manager, Customer Payments Support

About this role

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 Customer Support Payments Specialists as they expertly handle a high volume of customer payments 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 Payments Specialists who assist our customers with inbound support inquiries across multiple channels

• Form a tight cross-functional relationship with key stakeholders across PTU, Legal, RevEn, and Security to ensure seamless interactions and alignment of goals and initiatives

• 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

• Understanding 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

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:

• 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

• Cultivates Innovation - Inspires creativity and curiosity, pushes beyond comfort zone, prioritizes learning & development for self and team

• Ensures Accountability - Holds self and others accountable to meet commitments

• Directs work - Providing direction, delegating and removing obstacles to get work done

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 relevant work experience3+ 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

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