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Manager, Customer Support Retention

Justworks

Justworks

Customer Service
New York, NY, USA
Posted on Tuesday, June 4, 2024

Who We Are

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.

Who You Are

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.

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.

Your Success Profile

What You Will Work On

  • 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

How You Will Do Your Work

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. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

  • 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

In addition, all Justworkers managers focus on aligning their behaviors to our core values for managers:

  • 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

Qualifications

  • 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

The base wage range for this position based in our New York City Office is targeted at $120,000 to $132,000 per year.

#LI-Hybrid #LI-CD1

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.

Our DEIB Report and Our DEI Commitment