Manager of Customer Benefits Support, Justworks
$120-132k
2+ days a week in office
Business operations platform
Open for applications
Business operations platform
1001+ employees
Open for applications
$120-132k
2+ days a week in office
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- 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 - 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 in 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 that people can understand
- Ability to come up with creative solutions to any problem you face, and the know-how to organize and prioritize your workload
- Excited to be a part of a team that supports customers 24/7
What the job involves
- As an experienced leader on our Customer Support team, you will be responsible for guiding your team of Customer Support Benefits Specialists as they expertly handle a high volume of customer Benefits inquiries across multiple channels
- In this role, you will focus on maintaining high work quality and speedy response times as the company and our customer base grow
- Along the way, it's key that you collect and prioritize common requests and needs from our customers and their employees to help Justworks improve
- We are looking for a hands-on leader who will think and act strategically and tactually to drive the team’s engagement throughout the customer lifecycle
- You should be an enthusiastic and creative individual with the ability to inspire others, as you will be responsible for coaching, mentoring, and developing individual team members
- 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
- 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
Our take
Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.
Globally, human resource management has become an extremely fertile field, worth over $20 billion annually and predicted to grow to over $50 billion annually by 2030 - creating great opportunity for Justworks to continue to grow. The company is regarded as a market leader, but does see competition in the shape of Paychex Flex, Rippling, Paylocity, and TriNet, among others.
Solutions delivered by Justworks have proven to be extremely popular with SMEs, and this has not gone unnoticed by investors, with the company picking up exceptional amounts of funding. Justworks is known to have sights on going public, though action towards this end has been delayed until global mass-market conditions have settled from a period of volatility. However, the company's 2024 acquisition of the international employment-of-record (EOR) company Via is a promising sign of it's continued strength.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2023
$16.9m
LATE VC
Jan 2020
$50m
SERIES E
Total funding: $159.9m
Company benefits
- Paid volunteer work.
- Paid parental leave.
- Work from home opportunities.
- Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc.
- Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more.
- All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure.
- Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching.
- Engineering Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Founder & Directive)Experience as a Senior Product Manager at Amazon before founding Adtuitive and serving as COO for a year. Left this position to spend 3 years as a VP at Etsy, before founding Justworks.
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