Who You Are

Do you love building teams that show up for customers when it matters most?

At Justworks, Customer Support is not an afterthought, it is a core part of our product experience and a key differentiator for our business. Our team supports customers 24/7, helping both administrators and their employees navigate important moments with clarity, care, and urgency.

As Senior Manager, Customer Support, you will lead a team of Support Managers responsible for our Advocate teams, generalist teams serving both admin and worksite employee needs. You will oversee a distributed organization across two offices and fully remote teams across the US, including overnight and weekend employees. This is a highly visible leadership role for someone who knows how to build strong managers, scale support thoughtfully, and deliver a consistently excellent customer experience in a fast-moving environment.

You are a people-first leader and strong operator. You know how to bring structure to complexity, develop high-performing teams, and balance service quality, team health, and business goals. You care deeply about customers, communicate with clarity, and know how to lead through growth and change.

Your Success Profile

You are an experienced support leader who thrives in dynamic environments and knows how to lead at scale. You bring strong judgment, operational rigor, and a coaching mindset. You are energized by building inclusive, high-performing teams and motivated by the opportunity to shape a support experience that customers trust around the clock.

What You Will Work On

• Lead and develop a team of Support Managers overseeing Customer Support Advocates who support both admin and worksite employee experiences
• Drive performance across a 24/7 support organization, ensuring strong coverage, service quality, and consistency across in-office, remote, overnight, and weekend teams
• Scale team structures, processes, and staffing models to support business growth while maintaining SLAs and a high-quality customer experience
• Act as a builder within Support, leveraging AI, automation, and tooling to solve operational gaps and deploy solutions.
• Hire, coach, and retain high-performing leaders and build a strong leadership bench across a distributed organization
• Use data and customer insights to improve service delivery, team effectiveness, and the overall customer experience
• Partner cross-functionally with teams across Justworks to surface customer pain points, influence improvements, and support operational readiness for new initiatives
• Lead through high-impact moments with calm, urgency, and sound judgment, including critical moments, incidents, and seasonal support spikes
• Foster an inclusive, accountable, and customer-centered culture where teams feel supported, connected, and empowered to do their best work
• Perform other related duties as assigned

How You Will Do Your Work

As a Senior Manager, Customer Support, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Obsess Over Customers: You put customers at the center of everything you do, stay close to their needs, and lead with care and urgency to deliver a high-quality support experience
• Build Winning Teams: You hire exceptional talent, create clarity for your team, and raise the bar through coaching, accountability, and an inclusive, high-performing culture
• Innovate Fearlessly: You create psychological safety, welcome diverse perspectives, and drive continuous improvement by valuing progress over perfection and making thoughtful, timely decisions
• Act Like an Owner: You think long-term, build strong cross-functional relationships, and take accountability for outcomes, quality, and the success of your team
• Embody a Growth Mindset: You lead with self-awareness, embrace new challenges, and model resilience and continuous growth for your team and the broader organization

Qualifications

• 5+ years of professional experience leading a support team within a fast-paced environment, startup, or SaaS organization
• Experience directly hiring and managing a distributed, multi-shift, and/or 24/7 team with a proven track record of success in scaling support teams and maintaining SLAs
• Experience managing managers, with demonstrated success developing leaders in a customer support or customer experience organization
• Strong operational and analytical skills, with experience using metrics and customer insights to improve team performance and service delivery
• Comfort working with and building using AI, automation, or workflow tooling (e.g., GPT-based tools, no-code/low-code platforms, data tools), with a mindset of using technology to solve operational problems
• Proven ability to build cross-functional partnerships and influence outcomes across teams
• Excellent communication, coaching, and decision-making skills
• A customer-first mindset and a passion for building teams that deliver exceptional service
• Extensive hands-on experience with common CX tools (Zendesk, Salesforce Service Cloud, Talkdesk, or equivalent systems)
• Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
• Experience in payroll, benefits, PEO, or HRIS a plus

The base wage range for this position based in our New York City Office is targeted at $131,000.00 to $169,000.00 per year.

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