# Manager, Customer Payments Support
**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** New York, NY
**Salary:** $120K-$132K
**Experience:** 3+ years
**Skills:** CRM, Payroll Processing, Payroll Tax, Customer Support, Team Management, Coaching, Mentoring, Root Cause Analysis, Performance Management, Change Management
**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
## 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.
**Apply:** https://hotfix.jobs/jobs/manager-customer-payments-support-at-justworks-b3cc171c-3c98-4b53-8fc3-3176df0e1223
**Canonical:** https://hotfix.jobs/jobs/manager-customer-payments-support-at-justworks-b3cc171c-3c98-4b53-8fc3-3176df0e1223