Manager, Customer Support Retention
1 week ago
Job Title: Customer Support Retention Manager at Justworks
About the Company: At Justworks, we provide a welcoming and casual environment, great benefits, wellness programs, company retreats, and the chance to learn from leaders in the startup community. Our main focus is helping businesses to concentrate on their core operations by solving HR issues and offering data-driven solutions for their needs.
Job Description:
- Lead a team of Customer Support Retention Specialists to assist at-risk customers with their needs effectively
- Collaborate with key stakeholders to ensure alignment and seamless interactions
- Analyze and report on retention trends to senior leadership
- Recommend improvements based on data-backed insights to increase customer lifetime value
- Monitor retention programs and implement proactive strategies
- Aid in resolving negative customer experiences and turning them into positive outcomes
- Assist in developing and implementing training programs for retention specialists
- Own and publish key metrics for your team and retention rates
- Collaborate with other teams to successfully onboard and ramp up new retention specialists
- Handle general management responsibilities within the department
Qualifications:
- 4-year degree or equivalent work experience
- 3+ years managing a retention customer service team
- Expert knowledge of health insurance and financial benefit landscape
- Passion for customer support and experience in churn reduction tactics
- Proficiency with CRM platforms and analytics tools
- Strong communication skills and ability to lead through change management
- Aptitude for learning new products and simplifying complex topics
- Comfortable working in a 24/7 customer support environment
Salary Range: $120,000 to $132,000 per year in our New York City Office
About Justworks' Diversity: Justworks values diversity and is committed to creating an inclusive workplace where different backgrounds and perspectives are celebrated. We believe that diversity drives creativity, innovation, and collaboration throughout our business.
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