SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Justworks is a HR and benefits platform helping businesses streamline HR operations, payroll, and benefits administration. As Manager of Customer Support, you will lead a team of Customer Support Advocates handling high-volume inbound inquiries across multiple channels (email, chat, phone, etc.). You'll be responsible for maintaining service quality and fast response times while the company and customer base scale.
Key responsibilities include:
- Lead and mentor a team of support advocates, coaching them on best practices and career development
- Set clear expectations for successful customer interactions and obsess over customer satisfaction metrics
- Own team productivity and service quality metrics, publishing weekly reports and conducting quarterly business reviews
- Collaborate with Talent Acquisition and Training on hiring, onboarding, and ramping new team members
- Resolve critical customer issues and turn negative experiences into positive outcomes
- Gather customer feedback and make recommendations to improve product and support processes
- Conduct regular 1-on-1s, team meetings, and performance reviews
- Optimize support processes and workflows to increase team efficiency
- Partner with internal teams (product, engineering, etc.) to enhance the overall customer experience
- Develop and implement customer support policies
You'll work in a supportive, entrepreneurial environment where the company values data-driven decision-making, continuous iteration, and people-first culture. The role requires both strategic thinking and hands-on execution, balancing team leadership with direct involvement in critical customer moments.
