Justworks
New York, NY

Senior Manager, Customer Support at Justworks

| Greater NYC Area
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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

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

Please Note: This position will require the successful candidate to show proof of vaccination against COVID-19. As an equal opportunity employer, Justworks will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.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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Where we are

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

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
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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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