# Manager, Customer Payments Support

**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** Tampa, FL
**Role:** Customer Support
**Salary:** $112k – $123k/yr
**Experience:** 3+ years
**Skills:** Payroll Processing, Payroll Tax, CRM, Customer Service Platforms, Root Cause Analysis, Team Leadership, Coaching, Mentoring, Change Management, Metrics Reporting
**Posted:** 2026-06-25

> Lead and develop a team of Customer Support Payments Specialists handling payments and tax inquiries. Own team metrics, training, and cross-functional collaboration while driving process improvements.

## Job Description

## 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)

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