Customer Support Manager
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Job Description
Manager of Customer Support leading a support team and enhancing customer success for Würk's client services. Focusing on efficiency, training, and addressing client escalations.
Responsibilities:
- Within your first 30 days, you will work diligently to close out aging cases and develop a triage method for case assignments
- Within 60 days, you will streamline the support case responses and escalation process as well as continue to train and develop the team members
- Within 90 days, you will work to remove yourself from the day-to-day support cases and focus on development, supporting your team and client escalations
- Servicing current customers as a system functional expert for Würk’s platform
- Working collaboratively with the services and implementation departments to support a successful client experience
- Bringing your ideas and strategies to advance our company’s values, unique culture, and vision for the future
Requirements:
- 2+ years of UKG Ready experience
- 4+ years of experience with customer support
- 2-year college degree or equivalent work experience
- Strong problem solving and critical thinking skills
- Passion for customer success with an above and beyond attitude
- 2+ years of customer support Leadership experience, attention to detail, and organizational skills
- Enthusiasm, compassion and humor!
- Experience with HRIS/HCM Technology
- Experience with running payroll and/or applicable systems knowledge (i.e. Kronos WFR, ADP, Paychex, or similar)
- Knowledge of federal, state and local employer tax laws and regulations
- Experience with Salesforce ServiceCloud or other Support ticketing systems
Benefits:
- Competitive medical, dental, and vision plans
- 100% employer-paid basic life insurance, short term disability, and employee assistance programs
- 401(k) traditional and Roth plans with Employer Match
- Generous PTO, bonus, and stock options
- $400 office equipment reimbursement
- $300/year fitness reimbursement
- Monthly internet reimbursement
- Paid professional development & tuition reimbursement
- Generous referral bonuses
- Paid parental leave
- Remote-friendly work environment
- Paid sabbatical leave program
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