Manager, Customer Payments Support

What You Will Work On

• Lead a team of Customer Support Payments Specialists who assist our customers with inbound support inquiries across multiple channels
• Form a tight cross-functional relationship with key stakeholders across PTU, Legal, RevEn, and Security to ensure seamless interactions and alignment of goals and initiatives
• Create and present a quarterly root cause analysis to report on payments and tax trends and insights to senior leadership
• Recommend improvements to payments and tax products, features, and processes as a result of data-backed insights and analysis
• Ownership and accountability of the NSF process and collection for Support-owned customers
• Assist with resolving customer critical moments and turning a customer’s negative experience into a positive one
• Understanding customer needs related to payments and trends, and ability to make recommendations to improve customer outcomes
• Contribute to the development and implementation of Payments Specialist training
• 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

How You Will Do Your Work

• 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
• 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 relevant work experience
• 3+ years managing a customer service team, preferably in the payments or payroll space
• Expert level knowledge of payroll processing and payroll tax 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 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 people can understand
• Ability to come up with creative solutions to any problem you face, and know-how to organize and prioritize your workload
• Excited to be a part of a team that supports customers 24/7

Compensation

• 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.