# Manager, Customer Support

**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** Tampa, FL
**Role:** Customer Support
**Salary:** $92k – $114k/yr
**Experience:** 5+ years
**Skills:** CRM, customer service platforms, Customer Support, Performance Management, Coaching, mentoring, Change Management, metrics reporting, Process Optimization, written communication, verbal communication, SaaS
**Posted:** 2026-08-06

> Leads a customer support team, overseeing service quality, metrics, coaching, staffing, process improvement, and escalated customer issues. Requires 3+ years leading a customer service team and strong communication, performance management, and problem-solving skills.

## Job Description

## 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.

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