Manager, Customer Payments Support

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 As an experienced leader on our Customer Support team, you will be responsible for guiding your team of Customer Support Payments Specialists as they expertly handle a high volume of customer payments inquiries across multiple channels. In this role, you will focus on keeping work quality high and response times speedy as the company and our customer base grows. Along the way, it's key that you collect and prioritize common requests and needs from our customers and their employees to help Justworks improve. We are looking for a hands-on leader, who will think and act both strategically and tactically, to drive the team’s engagement at all points of the customer lifecycle. You should be an enthusiastic and creative individual with the ability to inspire others, as you will be responsible for coaching, mentoring and developing individual team members. Your Success Profile What You Will Work On Lead a team of Customer Support Payments Specialists who assist our customers with inbound support inquiries across multiple channels Form a tight cross-functional relationship with key stakeholders across PTU, Legal, RevEn, and Security to ensure seamless interactions and alignment of goals and initiatives Create and present a quarterly root cause analysis to report on payments and tax trends and insights to senior leadership Recommend improvements to payments and tax products, features, and processes as a result of data-backed insights and analysis Ownership and accountability of the NSF process and collection for Support-owned customers Assist with resolving customer critical moments and turning a customer’s negative experience into a positive one Understanding customer needs related to payments and trends, and ability to make recommendations to improve customer outcomes Contribute to the development and implementation of Payments Specialist training Obsess over customer satisfaction and set clear expectations with your team for what successful customer interactions look like Own and publish key metrics for your team such as response time, productivity, CSAT, QA, and utilization Work closely with the Talent Acquisition and Training teams to evaluate and successfully onboard and ramp new employees Handle general management responsibilities, such as leading regular team meetings, individual one-on-ones, generating weekly metrics reports, quarterly business reviews, and conducting periodic performance reviews Other duties as needed based on department and/or organizational needs How You Will Do Your Work As a 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: Builds an Effective Team - Building a strong-identity team that applies their diverse skills and perspectives to achieve common goals Develops Talent - Developing people to meet both their career goals and the organization’s goals through effective performance management, candid feedback and coaching conversations Cultivates Innovation - Inspires