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Senior Manager, Customer Support

2 months ago

New York, New York, United States Justworks Full time

About the Role

We are seeking a highly experienced and skilled Senior Manager to lead our Customer Support team at Justworks. As a key member of our operations team, you will be responsible for driving the success of our customer support function, ensuring that our customers receive exceptional service and support.

Key Responsibilities

  • 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 the company, including 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 the 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
  • 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
  • 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

Requirements

  • 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 its 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