Who We Are

At Justworks youll 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.

Were helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. Were data-driven and never stop iterating. If youd like to work in a supportive entrepreneurial environment are interested in building something meaningful and having fun while doing it wed love to hear from you.

Were 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 youll 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 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 its 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 teams 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 customers 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 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 organizations 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. Youre an active listener treat people respectfully and have a strong desire to know and help others.
• Openness- Your default is to be open. Youre willing to share information understand other perspectives and consider new possibilities. Youre 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. Youre 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 youll do. Youre 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 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

The base wage range for this position based in our Tampa Office is targeted at $111600.00 to $122760.00 per year.

#LI-Hybrid #LI-KC2

Actual compensation is based on multiple factors that are unique to each candidate including and not limited to skill set level of relevant experience and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks Total Reward Philosophy including all of the perks and benefits we are proud to offer our team members please visit Total Rewards @ Justworks.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity culture and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work our people and our product drives creativity and innovation entrepreneurial leadership and integrity competitiveness and collaboration throughout our business and in the market. We depend on our differences to make our team stronger our workplace more dynamic and our product accessible to all of our customers.

Were proud to be an equal opportunity employer open to all qualified applicants regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital or familial status disability pregnancy gender identity or expression veteran status genetic information or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs as well as for other covered reasons consistent with applicable federal state and local laws. If youre in need of a reasonable accommodation please reach out to us at . Your comfort and success matter to us and were here to ensure an inclusive experience.

Our DEIB Report