Customer Support Manager-Mid Market

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Customer Support Manager, you are responsible for maintaining the daily activities, and providing leadership to a team of 8-12 Customer Support Representatives. The Manager will provide day-to-day coaching, guidance and leadership to the Customer Support Staff. The Manager will also assist in developing, deploying and maintaining standard operating procedures to meet the company's mission, vision and values regarding customer support.

Core Job Duties

• Lead daily activities of the team to guarantee that all work is completed timely with attention to detail to meet quality standards and goals
• Monitors & reviews calls and other correspondence between representatives and customers
• Manage escalated issues and provide direction
• Ensures that representatives are informed about changes to company products & services
• Develop staff by managing performance, setting goals, providing ongoing training and maintaining strong employee relationships.
• Participates in the interview process with the Senior Customer Support Manager.

Minimum Qualifications

• High School diploma
• 3-4 years in a high-volume payroll role with customer-facing responsibilities
• Knowledge of federal and multi-state payroll/benefit laws
• Strong leadership and interpersonal skills, flexibility, and customer service oriented
• Strong knowledge of computer software applications (i.e. Microsoft Outlook, Explorer, Word, Excel, and Power Point)
• Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience, with 1+ year of management experience.

About isolved

isolved is the most-trusted HCM technology leader, providing the best combination of software and services to meet the needs of today's People Heroes - HR, payroll, and benefits professionals. From talent acquisition to workforce management to talent management, our solutions are delivered directly or through our HRO partner network to more than 7 million employees and 177,000 employers across all 50 states - who use them every day to increase productivity, accelerate decision-making and ensure performance, while reducing risk. isolved People Cloud™, our intelligently connected platform, automates the entire employee experience by design, so that organizations can engage, empower, and energize their talent while freeing their People Heroes to exceed their goals and grow their careers.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.