Operations Support Manager, Benefits
We work hard. We’re helping businesses get off the ground, enabling them to focus on running their business and solving HR logistics for them. We’re data driven and never stop inventing new ways to improve.
Working at Justworks, you’ll enjoy company happy hours, a welcoming and casual environment, great benefits, and the ability to interact with and learn from prominent leaders in the start up community.
If you want to work in an entrepreneurial environment, build something meaningful and have fun while doing it, we would love to hear from you.
The Job - Operations Support Manager, BenefitsAre you a motivated self-starter with great attention to detail? Do you enjoy working across teams to help create an amazing customer experience? Are you looking to break into the startup world with a company that has a proven track record of success? This role could be for you. Justworks is looking for an Operations Support Manager to join our Benefits team.
In this position, you’ll have the opportunity to manage the success of our Operations Support team, help the team grow through analyzing ticketing trends and identifying room for improvement, and work with our Customer support teams and Sales teams to provide new and existing customers with an incredible Benefits experience.
What you'll do- Establish and enforce service level agreement (SLA) between Operations and Customer Success/Sales for issue and inquiry resolution
- Review individual customer support tickets to evaluate quality and timeliness of responses
- Forecast and plan future ticket volume to allow for volume of inquiries to scale with Justworks growth
- Escalate issues as appropriate to Manager or Senior Management
- Maintain working relationship between Operations and Customer Support through regular check-ins and other established communications channels
- Maintain internal resource center regarding each of Justworks benefit offerings
- Conduct training with Customer Success and Sales regarding new and existing benefit offerings
- Inform stakeholders of changes to benefit offerings and/or relevant processes and procedures
- Monitor inquiries/issues to identify trends in benefit inquiries/issues
- Recommend and execute improvements to both customer facing and vendor facing processes
- Bachelor's Degree
- 3+ years of experience in operations, onboarding role or customer service related field required
- 2+ years of people and team management experience preferred
- Experience managing a ticketing system preferred
- Knowledge of benefit plans a plus
- Strong written and verbal communication skills
- Extremely detail-oriented with great time management skills
- Experience working collaboratively
- Experience working in a fast-paced, data-driven environment
- Strong critical thinking skills
- Experience with ticket management systems and workflows
- Knowledge of SQL preferred
- Strong project management and execution skills
- You like working with people and helping others solve problems
- You enjoy entrepreneurial environments and want to help build something meaningful
Visa sponsorship for this role is currently not available.
Diversity at Justworks
Justworks’ vision is for all identities, backgrounds and expressions to be represented in the workplace. We're building the foundation for long-term success and intend to cultivate a safe, collaborative and inclusive space and company culture.
We’re 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 status, disability, gender identity or expression, Veteran status, or any other legally protected status.