Manager, Customer Payments Support

Responsibilities

• Lead a team of Customer Support Payments Specialists who assist customers with inbound support inquiries across multiple channels
• Form cross-functional relationships with stakeholders across PTU, Legal, RevEn, and Security
• Create and present quarterly root cause analysis on payments and tax trends to senior leadership
• Recommend improvements to payments and tax products, features, and processes based on data-backed insights
• Own the NSF process and collection for Support-owned customers
• Assist with resolving customer critical moments and turning negative experiences positive
• Understand customer needs related to payments and trends; make recommendations to improve outcomes
• Contribute to development and implementation of Payments Specialist training
• Set clear expectations for successful customer interactions and obsess over customer satisfaction
• Own and publish key team metrics: response time, productivity, CSAT, QA, and utilization
• Work with Talent Acquisition and Training teams to onboard and ramp new employees
• Lead regular team meetings, one-on-ones, generate weekly metrics reports, quarterly business reviews, and conduct performance reviews

Requirements

• 4-year degree or equivalent relevant work experience
• 3+ years managing a customer service team, preferably in payments or payroll space
• Expert level knowledge of payroll processing and payroll tax across PEO and non-PEO products
• Passion for helping customers; superior customer support skills (empathetic, compassionate, responsive, resourceful)
• Advanced experience mentoring and coaching
• Proficiency with CRM and customer service communication platforms
• Experience identifying service trends and creating paths to resolve them
• Self-driven, productive, and committed to self-improvement
• Genuine desire to improve service quality and team member experience
• Comfort leading a team through change management and stressful situations
• Strong written and verbal communication skills with acute attention to detail
• Aptitude for learning new products and explaining complex topics simply
• Creative problem-solving and ability to organize and prioritize workload
• Excited to support customers 24/7

Nice-to-Haves

• Experience in payments or payroll space

Compensation & Benefits

• Base wage range: $111,600.00 – $122,760.00 per year (Tampa Office)