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Payroll Support Manager

2 months ago

Denver, Colorado, United States Joinhomebase Full time
About the Role

We are seeking an experienced Customer Support Team Lead to join our team at Homebase. As a key member of our support team, you will be responsible for leading a small team of Customer Support Representatives and helping them define processes to prepare the team for scale.

Responsibilities
  • Manage the performance of a small team of Customer Support Representatives
  • Determine the best way to scale Customer Support for our customers using payroll, whether that's with more in-house team members or through a partner
  • Track and own support metrics like ticket volume, average handle time, first call resolution, service level, agent occupancy, etc.
  • Serve as an advocate for Payroll Support and our customers, partnering with Product, Engineering, and other internal teams to ensure our customers' needs are met
  • Manage support escalations and create escalation procedures
  • Build out Customer Support standard operating procedures for Payroll
  • Develop a training regimen for new hires
  • Hire and train new Payroll Support Specialists
  • Manage vendor relationships
Requirements
  • 2+ years of customer support management experience
  • 2+ years of payroll product support experience
  • Knowledge of payroll and payroll support
  • A goals over roles attitude - you do what it takes, not what's in your job description
  • Experience supporting small businesses
  • Data-focused mindset
  • Sharp intelligence and computer skills
  • Ability to adapt in a dynamic and growing organization
  • You stay calm under pressure and can de-escalate escalated situations and customers
  • Solid educational background together with real-life wisdom and achievement
  • Set high standards for yourself matched with exceptional interpersonal skills
  • Self-motivated and comfortable working collaboratively and autonomously - excited about striving toward team and individual metrics
  • Enthusiasm to be a part of a dynamic and growing company full of opportunity and constant change
What We Offer
  • Colorado Only: The minimum salary for this position is $68,000 per year. Final offers may vary based on several factors, including experience and expertise.
  • Generous accrued PTO
  • Health, Dental & Vision Insurance
  • 401(k) with 4% match
  • Stock Options - Everyone is an owner
  • Fun Team Activities
  • A dynamic, well-connected, productive team that is thriving and who have found new ways to connect and have fun despite social distancing