Manager of Customer Support

We are seeking applicants who are looking for the opportunity to plant roots and grow with a purpose-driven organization. Würk provides an all-in-one workforce management solution to employers in highly regulated industries including but not limited to, cannabis, hemp, alcohol, casino, healthcare and construction. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect our clients so they can focus on their business. If you are passionate about using your skills and talents to do good, we here at Würk want to meet you!

The right candidate will lead our support team and growing customer base by resolving common issues through a support ticketing system. As a Manager of Customer Support, you will work to create efficiencies within the support team, maintain and develop internal training material and strive to adhere to service level agreements (SLA).

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

Required Skill Sets & Experiences

• 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!
• Excellent technical ability
  

Preferred Qualifications

• 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

What’s in it for you?

• 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
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

At this time, Wurk cannot provide work visa sponsorship. Candidates must have legal authorization to work and be based in the United States to be considered for this role.

This position's approximate base salary range is $70,000-$90,000 based on candidate's experience, education, and geographic location.