Manager, Customer Payments Support

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.

• 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

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.”

• 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 New York City Office is targeted at $120,000.00 to $132,000.00 per year.

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