Who You Are

As an experienced leader on our Customer Support team, you will be responsible for guiding your team of Customer Support Benefits Specialists as they expertly handle a high volume of customer Benefits inquiries across multiple channels. In this role, you will focus on maintaining high work quality and speedy response times as the company and our customer base grow. 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 strategically and tactually to drive the team’s engagement throughout 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 Benefits Specialists who assist our customers with inbound support inquiries across multiple channels.
• Contribute to the annual strategic planning and roadmap development for the Customer Success Organization, ensuring team resources and objectives align with long-term company growth and scalability.
• Form a tight cross-functional relationship with key stakeholders across Risk & Insurance, Benefits, Account Development, Retention, and Revenue Enablement to ensure seamless interactions and alignment of goals and initiatives.
• Create and present a quarterly root cause analysis to report on Benefits trends and insights to senior leadership.
• Recommend improvements to Benefits products, features, and processes as a result of data-backed insights and analysis.
• Participate in the annual Health Insurance Renewals program to represent Customer Support.
• Assist with resolving customer critical moments and turning a customer’s negative experience into a positive one.
• Understanding customer needs related to benefits trends and making recommendations to improve customer outcomes.
• Contribute to the development and implementation of Benefits Specialist training and certification.
• 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 results 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 creativity and curiosity, pushes beyond comfort zone, prioritizes learning & development for self and team, including the adoption of new AI and automation tools for efficiency.
• Ensures Accountability- Holds self and others accountable to meet commitments.
• Directs work- Providing direction, delegating, and removing obstacles to get work done.

Qualifications

• 4-year degree or equivalent work experience3+ years managing a customer service team, preferably in the health insurance, employee benefits, or financial benefits space.
• Expert-level knowledge of the health insurance and financial benefit landscape across PEO and non-PEO products.
• Passion for helping customers and Superior customer support skills - ability to be empathetic, compassionate, responsive, and resourceful.
• Advanced experience and skill with mentoring and coaching.
• Proficiency with CRM and customer service communication platforms.
• Experience in identifying service trends and creating a path to resolve them.
• Self-driven to be productive and seek out self-improvement.
• Genuine desire to improve the quality of service we provide, as well as the experience of our team members.
• Comfort and experience leading a team through effective change management and stressful situations.
• Strong written and verbal communication skills with acute attention to detail.
• Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms that people can understand.
• Ability to come up with creative solutions to any problem you face, and the know-how to organize and prioritize your workload.
• Excited to be a part of a team that supports customers 24/7.

The base wage range for this position based in our New York City Office is targeted at $120,000.00 to $132,000.00 per year.

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