Client Support Manager
: Job Details :

ABOUT COASTAL

At Coastal Payroll Services, we're more than payroll. Coastal is a leading provider of human capital management services headquartered in Southern California that supports thousands of clients in California and nationwide. Driven by human connection, we believe in putting people first and have grown a team that genuinely cares about our clients. We promote a workplace that is fast-paced, fun, and creative. Coastal has proudly earned recognition from leading publications for several consecutive years, including the San Diego Business Journal, Inc. 5000, and Fortune, landing on lists celebrating best places to work and fastest growing private companies. The primary goal of our award-winning team is to have a positive impact on the lives of the clients we are honored to serve. We want our values to shine through every interaction, all conversations, and in every service we provide. We continue to find ways to do more and be better because our clients deserve it.

All team members, wherever they start, have access to our leadership team, which is focused on their success. Through regular one-on-one check-ins and team huddles, we define clear professional goals and strive to meet them together and individually. Coastal nurtures growth for those willing to put in the work. If you're passionate about values, eager to impact the community, and ready to grow personally and professionally you'll be right at home.

Coastal Payroll is currently looking to hire a Client Support Manager to join our Client Support team to lead two auxiliary teams, Phone Support and Distribution.

WHAT YOU'LL DO

Team Management and Development

* Connect with employees on a daily basis to review the current status of workload management as applicable, special projects, ensuring quality deliverables for clients;

* Review employee timecards daily to ensure hours reflect assigned schedule;

* Complete an annual performance review with each direct report to evaluate their performance from the previous year;

* Meet with direct reports individually monthly to review workload, progress against goals, and mentor in developing skills; and

* Facilitate a quarterly check in with employees to review department goals and metrics to drive peak performance.

Collaboration

* Participate in monthly department meeting and review updates to processes with the entire team;

* Connect with the cross-departments on upcoming deadlines and provide updates on new processes;

* Work in tandem as needed with Managers of other teams to ensure the best client experience;

* Attend and participate in the monthly leadership meeting to review department progress;

* Participate in activities and events that drive employee culture.

Client Support

* Review survey completion and contact clients needing additional assistance;

* Ensure accuracy of payroll printing, packaging, and delivery.

* Address and resolve client issues; and

* Ensure phone support standards are maintained;

* Support year end process for annual reports and W2s;

* Oversee the timely and accurate completion of client projects.

WHAT YOU'LL BRING

* Bachelor's Degree in Business, or equivalent experience, required.

* Three (3) to four (4) years of payroll or business experience preferred.

* Previous leadership experience required.

* Strong leadership skills;

* Demonstrated commitment to exceptional client experience;

* Ability to prioritize effectively and manage a varied workload;

* Ability to work collaboratively with cross-functional teams;

* Must exhibit a high level of confidentiality;

* Excellent written and oral communication skills;

* Strong organizational, time-management, and problem-solving skills and the ability to meet tight deadlines; and

* Be a team player.

* Proficiency with Salesforce, Smartsheet, and SharePoint;

* High proficiency in MS Office, including Word, Excel, Outlook, and PowerPoint;

* Experience with the isolved platform a plus but not required; and

* Working knowledge of all standard office equipment

WHAT WE OFFER

* Paid time off - vacation, sick, holidays

* Medical, dental, and vision insurance

* 401 (k) retirement plan with company match

* AFLAC insurance enrollment

* Work from home options

* Employee referral bonus program

* Incredible Culture

Coastal Payroll Services, Inc. is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.