Senior Manager, Customer Support
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
The Justworks 24/7 Customer Support team is one of our greatest customer resources - as an omnichannel 24/7/365 function, it’s a key part of Justworks’ value proposition.
Justworks needs a strong leader to support the scaling and development of the Customer Support function who has a keen focus on service quality and delivery, staffing and scheduling, and efficiency improvement over time. The Senior Manager is responsible for putting a team structure in place that best delivers on our brand promise, while also keeping team members motivated, educated and ready to help customers. Of special importance is the handling of our seasonal “spikes” in customer support caused by milestones in the business (annual health insurance renewals and end-of-year tax activities).
As a Senior Manager of Customer Support, you will help the team understand and coordinate the ideal staffing levels to meet our SLAs and to deliver optimal customer satisfaction. Reporting to the Director of Customer Support, you will be working across the team to optimize for the ideal configurations that drive employee and customer happiness.
Your Success ProfileWhat You Will Work On
- Lead a team of Support managers, guiding them in their day-to-day work and ongoing development
- Develop and share best practices around customer satisfaction, customer retention, SLA achievement, first contact resolution and de-escalation
- Scale Customer Support to meet the needs of our customers, including interviewing, hiring and performance management
- Own the key performance metrics of customer satisfaction, employee productivity, response rate, first contact resolution, quality and other relevant KPIs for your team
- Provide regular reports to senior leadership and company, including but not limited to Customer Success All Hands presentations, weekly Support Leadership Team meetings, and Support priorities for Product roadmap planning sessions
- Lead strategies and communications during outages, “Standby support” events, and other high-impact incidents
- Represent Justworks Customer Support concerns across Product, Engineering, Operations, Sales, and Account Management teams to anticipate impact of new customers, product changes, and incidents
- Collaborate with Business Operations, Product, and other internal teams to build and refine Support tools and processes that make Support representatives more efficient and effective in their jobs, ideally focusing them on the highest-value, highest-impact work
- Develop and refine team processes, with an eye toward improving employee and customer experiences
- Design and advocate for resources that will enable the team to scale to support rapid growth and evolving customer needs
- When needed, communicate directly with customers, especially in escalated cases or situations where a second opinion is required
- Stay up to date on Customer Support and call center industry norms and best practices, especially those that could impact Justworks and our employees
- Display a high level of professionalism and compassion when working with employees and customers
How You Will Do Your Work
As a Senior 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:
- 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 - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
- Curious - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
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
- Minimum of 10 years of professional experience in customer service, contact center operations, technical support, or equivalent high performance service or operational teams
- Minimum of 5 years of people management experience, with experience managing managers preferred
- Hands-on experience with common Support tools (e.g. Zendesk, Talkdesk, JIRA, Confluence or equivalent CRM or customer contact system)
- Strong analytical skills and interest in data acquisition and analysis
- Wildly collaborative and excited to work with different teams on varied challenges
- Drives engagement to create a climate where people are motivated to do their best to help the organization achieve their objectives
- Ensures accountability - holding self and others accountable to meet objectives, with the ability to lead, mentor, and direct the work of others
- Optimizes work practices and knows the most effective and efficient processes to get things done, with a focus on continuous improvement
- Passionate about our CS team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
- Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
- Experience in tech/SaaS, payroll, benefits, or HRIS a plus
#LI-Hybrid #LI-ZP1
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
