Manager, Customer Support

About the role

Justworks is hiring a Manager, Customer Support to lead a team dedicated to helping clients navigate the company's human resources and benefits platform. This role is based in Tampa, Florida and involves overseeing day-to-day support operations while driving improvements in client satisfaction. The manager will work closely with cross-functional teams to ensure that customer issues are resolved efficiently and that support processes continue to evolve as the company grows. In this position, you will be responsible for setting team goals, managing performance reviews, and fostering a culture of excellent service across the entire support organization.

Key facts

What you'll do

Lead and mentor a team of customer support representatives across multiple shifts and channels.

Own the end-to-end support workflow from ticket intake through resolution and follow-up.

Develop and enforce team standards for response time, quality, and professionalism.

Collaborate with product and engineering teams to escalate recurring client issues and feature requests.

Analyze support metrics and generate weekly reports on team performance and customer feedback.

Design and deliver training programs for new and existing support staff members.

Manage the support knowledge base to ensure articles are accurate and up to date.

Serve as the primary point of escalation for complex or sensitive client concerns.

Drive process improvements that reduce average handle time and increase first-contact resolution rates.

Represent the support function in cross-departmental meetings and company-wide planning sessions.

Coordinate with finance and billing teams to address client account and payment-related inquiries.

Monitor customer satisfaction surveys and implement changes based on recurring themes in feedback.

Ensure compliance with internal support policies and any applicable regulatory requirements for client data.

Requirements

Proven experience managing a customer support team of at least five direct reports.

Strong understanding of SaaS or HR technology platforms and their support lifecycles.

Excellent written and verbal communication skills with the ability to coach others.

Demonstrated ability to analyze data and translate metrics into actionable team improvements.

Hands-on experience with support ticketing systems and workforce management tools.

Bachelor's degree or equivalent practical experience in a related field.

Ability to work within Tampa, Florida on a regular basis.

Track record of building and retaining high-performing support teams over multiple years.

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Comfort with ambiguity and the ability to adapt processes as business needs shift over time.

Nice to have

Familiarity with Justworks' specific product suite and benefits administration features.

Prior experience working in a fast-growing startup or scale-up environment.

Relevant certifications in customer experience management or team leadership disciplines.

Background in human resources or employee benefits consulting is a plus.

Experience supporting a distributed or remote team across multiple time zones.

Experience with employee onboarding or benefits enrollment support workflows in a technology company.

Skills & tools

Proficiency with customer support platforms such as Zendesk, Freshdesk, or similar ticketing systems.

Experience with workforce management and scheduling software for support teams.

Comfort with data analysis using spreadsheets and basic business intelligence dashboards.

Working knowledge of customer relationship management platforms and their reporting capabilities.

Familiarity with internal communication tools like Slack or Microsoft Teams.

Solid understanding of knowledge management systems and documentation best practices.

Ability to create and maintain documentation for internal processes and customer-facing guides.

Basic familiarity with HR information systems or payroll and benefits administration platforms.

Practical notes

This role requires on-site presence in the Tampa, Florida office on a regular schedule.

The manager should expect to work standard business hours with some flexibility for shift coverage needs.

Candidates will go through a structured interview process including team interviews and a practical assessment.

Justworks is an equal opportunity employer and welcomes applicants from diverse backgrounds and experiences.

The position reports to the Director of Customer Experience or a similarly senior leader within the organization.

Justworks offers a comprehensive benefits package including health coverage, retirement options, and paid time off for full-time employees.