Manager, Customer Benefits Support

About the role

At Justworks, you'll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We're helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We're data-driven and never stop iterating. If you'd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we'd love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you'll fit right in.

Responsibilities

• Lead a team of Customer Support Benefits Specialists who assist our customers with inbound support inquiries across multiple channels.
• Contribute to the annual strategic planning and roadmap development for the Customer Success Organization, ensuring team resources and objectives align with long-term company growth and scalability.
• Form a tight cross-functional relationship with key stakeholders across Risk & Insurance, Benefits, Account Development, Retention, and Revenue Enablement to ensure seamless interactions and alignment of goals and initiatives.
• Create and present a quarterly root cause analysis to report on Benefits trends and insights to senior leadership.
• Recommend improvements to Benefits products, features, and processes as a result of data-backed insights and analysis.
• Participate in the annual Health Insurance Renewals program to represent Customer Support.
• Assist with resolving customer critical moments and turning a customer's negative experience into a positive one.
• Understanding customer needs related to benefits trends and making recommendations to improve customer outcomes.
• Contribute to the development and implementation of Benefits Specialist training and certification.
• 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.
• Other duties as needed based on department and/or organizational needs.
• How You Will Do Your Work
• As a Manager of Customer Support, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following:
• 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, including the adoption of new AI and automation tools for efficiency.
• Ensures Accountability - Holds self and others accountable to meet commitments.
• Directs work - Providing direction, delegating, and removing obstacles to get work done.

Requirements

• Your Success Profile
• 4-year degree or equivalent work experience3+ years managing a customer service team, preferably in the health insurance, employee benefits, or financial benefits space.
• Expert-level knowledge of the health insurance and financial benefit landscape across PEO and non-PEO products.
• Passion for helping customers and Superior customer support skills - abili

Benefits

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