Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We're looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.
Job Summary:

The Customer Support Manager will lead the Payroll Support Team that is responsible for answering employee/customer questions and resolve issues in a timely manner ensuring a positive employee/customer experience. The leader of this organization will create an inclusive culture focused on retention, development, process improvement and standardization to create an efficient team.

As a key member of the team:

• You lead with empathy, vulnerability, and honesty
• Must have a love of learning
• Endless curiosity and an enthusiasm for continuous improvement
• Team-first mindset
• Empower and inspire full time associates through coaching
• Hold others to high standard
• Knows how and when to celebrate success

Duties/Responsibilities:

• Prepare daily, weekly and monthly reports summarizing the team's performance utilizing ticket system reporting and other methods of documentation. Identify root cause of trending issues and partner with Markets and/or Functional Support Teams to streamline or build processes.
• Implement customer service best practices including holding the Payroll Support Team accountable for achieving defined KPIs and metrics.
• Identifies opportunities for cost savings, better efficiency, or other improvements; recommends and implements policy or process changes as appropriate.
• Create and manage detailed documentation of business processes and systems functionality, including workflow, program functions and steps required to execute systems transactions/processes for the extended payroll team.
• Implement a ticket escalation process and communication template for complex issues that require Subject Matter Expert and/or leadership involvement.
• Utilize data and analytics to drive process improvements and root cause within the ticketing system, Zendesk, as well as with matrix partners within Payroll, HR and other Functional Support teams.
• Drive Payroll Support Team utilization of Zendesk by partnering with the Zendesk product owner to improve agent productivity, root cause identification, and improve customer/end user engagement.

Supervisory Responsibilities:

• Lead a Payroll Support Team that includes a Supervisor with 6-8+ direct reports and 2-3 Support analysts focused on complex issues and/or special projects, including M&A.
• Direct and evaluate payroll administrative operations and staff members to ensure the business operates in a smooth, efficient manner.
• Hires and trains staff when required.
• Train, coach and develop team members. Create a comprehensive and repeatable training plan to be used for new and existing employees.
• Organizes and oversees the schedules and work of departmental staff.
• Conducts or assists with performance evaluations that are timely and constructive.
• Assists with discipline and termination of employees as needed and in accordance with company policy.

Education and Experience:

• Bachelor's degree in Accounting, Business Administration, Business Management, Human Resources, or related years of experience.
• 5-7 years of customer support experience, preferably for payroll operations
• Proven leadership experience as a Payroll Support Manager or similar role with a focus on customer service and inventory management.
• Strong attention to detail, problem solving and troubleshooting skills, and utmost confidentiality are required.
• Must be customer service focused, collaborative, flexible, and team oriented.
• Excellent verbal and written communication skills.
• Proficient with payroll software preferred.
• Proficient with Zendesk or similar ticketing system preferred.
• Knowledge of process re-engineering and change management a plus.
• Willingness and ability to provide guidance and train others in work.
• Ability to work in a fast-paced environment
• Proficient in Microsoft Excel with advanced analytical skill running pivot tables, reports, and formulas.
• Preferred location in Chicago, IL or Horsham, PA with the ability to travel up to 20% if required

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.