Customer Support Retention Manager, Justworks
$120-132k
1+ day a week in office
Business operations platform
Job no longer available
Business operations platform
1001+ employees
Job no longer available
$120-132k
1+ day a week in office
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- We are looking for a hands-on leader, who will think and act both strategically and tactically, to drive the team’s engagement at all points of 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
- Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome
- Resourcefulness - taking a can-do approach, even in the face of obstacles and constraints by assessing what’s in front of you and effectively and efficiently optimizing what you have, whether it's working on something new or thinking about how to do something better
- Initiative and motivation - identifying what needs to be done and doing it before being asked or before the situation requires it
- Results-driven - consistently achieves results, even under difficult circumstances
- Customer focus- builds strong customer relationships and delivers customer-centric solutions
- 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
- 4 year degree or equivalent work experience 3+ years managing a retention 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, resourceful and active listener
- Advanced knowledge of churn reduction tactics and experience implementing them to save accounts form churning
- 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
- Advanced knowledge with Tableau and Airtable, preferred. Analytical and data driven, required
- 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 Retention Specialists as they expertly handle retention inquiries across multiple channels for our non-managed accounts
- In this role, you will focus on keeping work quality high and response times speedy as the company and our customer base grows
- 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, in review of retention tactics
- Lead a team of Customer Support Retention Specialists who will engage at-risk customers for our non-managed accounts to understand their needs and connect them to the solutions, tools, resources, and specialists they need to run their businesses with confidence
- Form a tight cross-functional relationship with key stakeholders across Risk & Insurance, Crimson Sage, Account Development, Customer Success, 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 Retention trends and insights to senior leadership
- Recommend improvements to service strategies, features, and processes as a result of data-backed insights and analysis. Along with strategies to increase customer lifetime value
- Monitor retention in the annual Health Insurance Renewals program and End of Year program, and ensure proactive strategies are performed by retention agents
- Assist retention specialists with resolving customer critical moments and turning a customer’s negative experience into a positive one, such as negative NPS interactions
- Partner with the retention department, to plan and implement reduction tactics. Along with partnering in the automation processes for these churn precursors, to allow retention specialists to navigate their retention board with ease
- Understanding customer needs related to retention trends, and make recommendations to improve customer outcomes
- Contribute to the development and implementation of Retention Specialist training and certification, for example, the template for alt-risk company offboarding calls
- Obsess over customer satisfaction and set clear expectations with your team for what it looks like to successfully turnaround negative customer experiences and how to make someone a company advocate
- Own and publish key metrics for your team such as response time, productivity, CSAT, QA, and utilization, along with retention related metrics such as customer retention rate, churn rate, customer lifetime value, NPS
- Work closely with the Talent Acquisition and Training teams to evaluate and successfully onboard and ramp new retention specialists
- 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 Retention, how results are achieved is paramount for your success and ultimately result in our success as an organization
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.
Salary benchmarks
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