Manager, Customer Support

Responsibilities

• Lead a team of Customer Support Advocates handling inbound customer inquiries across multiple channels.
• Set expectations for successful customer interactions and maintain a strong focus on customer satisfaction.
• Own and publish team productivity and service-quality metrics.
• Partner with Talent Acquisition and Training to evaluate, onboard, and ramp new employees.
• Resolve critical customer situations and improve negative experiences.
• Identify customer needs and recommend improvements to customer outcomes.
• Conduct team meetings, one-on-ones, weekly metrics reporting, quarterly business reviews, and performance reviews.
• Define, optimize, and improve processes to increase team efficiency.
• Collaborate with internal teams to deliver a high-quality customer experience.
• Formulate, revise, and promote customer support policies.
• Direct work, delegate responsibilities, remove obstacles, build an effective team, and develop talent through coaching and performance management.

Requirements

• Four-year degree or equivalent work experience.
• 3+ years of experience leading a customer service team.
• Strong customer support skills, including empathy, compassion, responsiveness, and resourcefulness.
• Experience with mentoring, coaching, and performance management.
• Proficiency with CRM and customer service communication platforms.
• Experience identifying service trends and developing solutions.
• Ability to lead teams through change management and stressful situations.
• Strong written and verbal communication skills with close attention to detail.
• Ability to learn new products and explain complex topics clearly.
• Creative problem-solving, organization, and prioritization skills.
• Passion for continuous improvement and service quality.
• Availability to support customers 24/7.

Nice-to-Haves

• PEO, payroll, benefits, or SaaS experience.

Compensation and Benefits

• Base wage range: $92,000.00–$114,000.00 per year for the Tampa office.
• Compensation depends on factors including skills, relevant experience, and work location.
• Benefits are provided through Justworks’ total rewards program.