Overnight Manager, Customer Support (5am- 2pm est.) - Remote at Justworks

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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

You are a hands-on leader, who will think and act both strategically and tactically, to drive a team’s engagement at all points of the customer lifecycle. You are passionate and deeply care about developing people and building a team. You are self-driven to be productive as you can come up with creative solutions to any problem you face, and know how to organize and prioritize your workload. You are empathetic, compassionate, responsive and resourceful. You are enthusiastic and creative with the ability to inspire others, as you will be responsible for coaching, mentoring and developing individual team members.

As a leader on our Customer Success team, you will be responsible for guiding our Support representatives as they expertly handle a high volume of inbound calls, tickets and chats. 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. As an Overnight Manager, you will be responsible for leading our overnight representatives through nightly duties, keeping the team aligned on their objectives, and ensuring a clear transition from the night team to the daytime team. This position is fully remote, so you can work from the comfort of your own home.

Your Success ProfileWhat You Will Work On
  • Scale/staff the Support team to handle current and future expected inbound inquiry volume
  • Help to manage our 24/7 work hours and workforce planning
  • Focus on process definition, optimization and improvements to make the team more efficient
  • Collaborate with internal teams on tools and new platforms to deliver a high-quality customer experience
  • Obsess over customer satisfaction and set clear expectations for what successful customer interactions look like
  • Own and publish key metrics for the team, such as response time, customer NPS and work volume
  • Work closely with our Training Manager to ensure that content is in place for successful new employee onboarding
  • Handle general management responsibilities, such as leading regular team meetings, generating weekly metrics reports, and conducting periodic performance reviews
  • Performs other related duties as assigned
  • Ensuring a  daily clear transition between the overnight staff and daytime staff
  • Ensuring your remote team remains motivated, engaged, and aligned to Justworks values, by thinking creatively of Team bonding and performance building activities
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 competencies:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
  • Curious - the innate desire to learn, grow and understand.

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
  • Experience managing a team, experience managing a remote team a plus
  • Proven excellence in support management
  • Ability to identify service trends and present a path to resolve them
  • Superior customer support skills and comfort handling challenging situations over the phone - 
  • Proficiency with CRM and communication platforms; admin experience a plus
  • Prior experience taking projects to completion
  • This position may require attendance to a few stakeholders meetings outside of your work hours. This would not be common, as all meetings would be recorded.
  • Prior industry knowledge in Payroll, Benefits, Tax, or PEO experience a plus
Please Note: Justworks requires all new hires to be fully vaccinated within six weeks of their hire date as a condition of employment unless you qualify for a reasonable accommodation. For additional information on our policy, please click here.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.

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • AsanaManagement
    • BasecampManagement
    • ConfluenceManagement
    • Google DriveManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • SalesforceCRM

Location

Justworks’ new headquarters at 55 Water Street, located in downtown NYC overlooks the East River and Brooklyn Bridge.

What are Justworks Perks + Benefits

Justworks Benefits Overview

People are our most prized asset. We do hard work, and we’ll always work hard to take care of you.

Culture
Volunteer in local community
Whether it's through Justworks-sponsored initiatives or in pursuit of a cause that matters to you, get paid while you're giving back. All Justworks’ employees get up to five fully-paid volunteer day
Friends outside of work
Get to know your colleagues and make new friends during outings to local NYC events, our annual summer camp retreat, and monthly random lunches.
Eat lunch together
Monthly random lunches help us all take some time out to meet people from across the company.
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Justworks’ dedicated program manager for Diversity and Inclusion (D+I) oversees the company’s formal practices and policies.
Highly diverse management team
Justworks is committed to constantly improving our diversity, equity, and inclusion initiatives across the entire company.
Unconscious bias training
Diversity manifesto
At Justworks, we believe it takes diversity of identity, culture, and life experience to create a world in which starting, running, and joining a growing business is an accessible option for all.
Diversity Employee Resource Groups
Justworks has eight Employee Resource Groups (ERGs) that are all committed to making the company's work culture more diverse and inclusive.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Justworks employees can contribute up to $2,500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Justworks offers its employees multiple wellness perks including access to Talkspace, Classpass, Gympass, and a complimentary membership to Headspace.
Mental Health Benefits
Justworks offers employees access to Talkspace and an annual complimentary membership to Headspace.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Justworks Family Matters Employee Resource Group hosts events throughout the year for employees and their families to participate.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Enjoy access to top-notch medical, dental, and vision insurance with the options you need to feel secure and take care of yourself, your way. Justworks offers plans with 100% covered premiums for individuals and 90%+ covered premiums for families.

Taking care of yourself doesn't end with having good health insurance, especially when it comes to dealing with stress or issues in your life outside of work. Get free access to Talkspace, the leader in anonymous, accessible, and professional online therapy. Plus, with Health Advocate, you’ll have legal, financial, and medical bill resources at the ready.

We carefully vet the benefits and perks we offer in Justworks. That means you get access to all the same great options as our customers, plus everything that’s still in beta — all while helping to make our product even better.

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