Customer Care Manager Tempe, AZ / Remote, U.S.

Customer Care Manager

Tempe, AZ / Remote, U.S. At Zenefits, our mission is to level the playing field for the other 99.7% the underserved small and mid-size businesses that fuel our economy.

These businesses face challenges disproportionate to their size and resources. Thats why we provide an intuitive, mobile, all-in-one People Operations ("POPs") platform specifically built for small businesses and their employees.

Who Should Apply :

The Customer Care team is the critical hub of the Zenefits customer experience, the first and primary touch point for our customers as they leverage the Zenefits platform .

Whether its helping with a simple question to explain how things work, or solving a complex issue, we know our product, our services, and our customers inside and out, and we do everything necessary to ensure a consistently positive experience.

As a Customer Care Manager, you will be responsible for managing a team of Customer Care Advocates and Specialists with a focus on providing top tier support to Zenefits Payroll customers.

What Youll Do :

• Ensure that your team is running smoothly by managing daily compliance (e.g. daily attendance, occupancy, check-out process), monitoring KPIs and metrics and coaching the team on performance, as well as reinforcing new processes and procedures.
• Serve as a resource and coach for your team helping them resolve challenging customer requests and ensuring that they receive the support they need to guide them through their career at Zenefits.
• Serve as an escalation point for your team and be there as a product and process expert.
• Have the opportunity to participate in and / or lead key initiatives to improve operational efficiency, shape the future of our business processes, and enhance the Zenefits product.
• Work directly with customers to address questions and resolve issues, ensuring the best possible customer experience from both your team and yourself

What Youll Bring :

• Experience working in a fast-paced startup environment; preferably in the HCM and / or payroll spaces.
• Take an analytical approach to navigating, investigating, and understanding how products work.
• Experience coaching and building a team of customer facing team members.
• A passion for delivering a memorable and exceptional customer experience.
• Experience building solid relationships within your team and across the organization.
• A natural problem solver and coach who can lead your team through complex customer requests.
• Can seamlessly switch contexts from customer interactions, to managerial conversations, to project work; moment-to-moment flexibility is a must.
• Demonstrable experience of quickly learning new concepts and applying that knowledge in a leadership role.
• Obsessively organized, detail-oriented, and sincerely empathetic.
• A belief that there really is no such thing as a stupid question.
• A compelling writer who crafts grammatically impeccable emails and youre just as articulate on the phone.
• Master of the email inbox and consistently make "inbox zero".
• Self-sufficient.
• Proactive in identifying new opportunities, solving problems, and prioritizing efforts.
• Previous managerial experience is required.

Life at Zenefits :

As an equal opportunity employer, were leveling the playing field for everyone. We are proud to celebrate diversity and champion an inclusive workplace.

No matter who you are, where youre from, who you love, how you think, or what you believe, all are encouraged to apply.

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