Manager, Customer Onboarding
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 one of the leaders of our Onboarding team in the Customer Success department, you will be responsible for guiding our Onboarding Managers as brand owners and specialists in customer satisfaction and implementation. To be successful, you should be able to communicate effectively and partner with our internal teams to ensure they have a clear understanding of our customers' needs.
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.
What you'll do
- Coach your team members in reinforcing Onboarding best practices and the Justworks brand
- Work closely with internal teams to verify that customer needs are heard, understood and prioritized
- Work closely with the Sales team to ensure a smooth transition for customers as they transition to the Onboarding team
- Focus on continuous process and quality improvement
- Obsess over key metrics of NPS, customer satisfaction, and deadline management
- Lead the hiring and expansion of the Onboarding team as the company scales
- Handle general management responsibilities, such as leading regular team meetings, generating weekly metrics reports, and conducting annual performance reviews
Qualifications
- Proven experience with managing and/or coaching team members
- Proven excellence in Customer Success, ideally with a focus on customer onboarding or another specialized area that requires close monitoring of deadlines
- Interest in customer onboarding and product implementation best practices
- Ability to identify service trends and present 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
- Strong written and verbal communication skills with acute attention to detail
- Metrics-driven mentality
- Passion for service excellence
Visa sponsorship for this role is currently not available.
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.
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.
Our DEI Commitment
