Customer Support Solutions Lead

Job description

# **Who We Are** At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. [Our Values](https://www.justworks.com/careers#values) If this sounds like you, you’ll fit right in. ## **The Opportunity** Customer expectations are evolving rapidly. Some customers want instant, AI-powered self-service. Others want trusted human expertise. We believe great customer support means meeting customers where they are—delivering the right experience through the right channel at the right moment. We're looking for a hands-on builder who wants to help create that future. As our Customer Support Solutions Lead, you'll partner closely with the Senior Manager of Customer Support Operations & AI Transformation to turn strategy into execution. You'll design and build the systems, workflows, automations, and AI capabilities that power our Customer Support organization. This is a highly hands-on individual contributor role. You'll work directly in our systems—configuring Zendesk, implementing and tuning AI servicing platforms, building automations, testing new technologies, and using what you learn to continuously improve how support works. As our support technology evolves, you'll also play an important role in modernizing our platform and helping execute future migrations. We're looking for someone who can both design a better process and build the solution that makes it real. ## **What You'll Do** **Build AI-Powered Support Experiences** - Implement, configure, and continuously optimize AI-powered customer support solutions. - Work hands-on with AI servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar technologies. - Build and tune AI experiences, including intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs. - Design experiments, measure resolution and deflection performance, identify failure modes, and continuously improve AI effectiveness. - Evaluate emerging technologies and rapidly prototype new capabilities to determine where they can improve the customer or agent experience. - Apply strong judgment about where automation should—and should not—be used, particularly in customer interactions where accuracy, complexity, or risk requires human expertise. **Build and Optimize Our Support Platform** - Serve as a hands-on expert in Zendesk, configuring and optimizing triggers, routing, business rules, queues, forms, integrations, permissions, and workflows. - Identify opportunities to simplify and improve our existing Zendesk environment while ensuring it can support new AI and automation capabilities. - Partner on the evolution of our support technology architecture, including evaluation and potential migration to a future support platform. - Translate future-state designs into implementation plans and execute the configuration, workflow development, testing, and rollout required to bring them to life. - Ensure our support technology is scalable, reliable, and designed around both customer and agent needs. **Design Better Ways of Working** - Map and redesign support processes to eliminate friction, unnecessary handoffs, and repetitive work. - Translate business problems into scalable workflows, systems, and automation. - Look across the customer journey to identify where better process design or technology can improve the experience. - Move comfortably from diagnosing a problem to designing a solution to building and implementing it. - Continuously improve solutions after launch based on performance, customer feedback, and frontline experience. **Test, Learn and Iterate** - Approach new solutions as products: define the problem, build a hypothesis, test it, measure the outcome, and iterate. - Partner with Support leaders and frontline teams to understand where customers and agents experience friction. - Use key Support metrics—including CSAT, resolution time, wait time, deflection, quality, and agent productivity—to identify opportunities, prioritize improvements, and measure whether new solutions are delivering better customer and business outcomes. - Establish clear success measures for AI, automation, and process changes and continuously optimize based on results. **Partner Across the Business** - Work closely with Product and Engineering to translate customer support needs into scalable technical solutions. - Partner with Customer Support leaders to understand business priorities, operational challenges, and opportunities to improve key Support outcomes. - Collaborate with Revenue Readiness to ensure new systems, workflows, and AI capabilities are effectively introduced and adopted by frontline teams. - Collaborate with Revenue Operations, Customer Success, Data, and other teams to improve experiences that span the broader customer journey. - Work directly with technology partners and vendors to evaluate, implement, and optimize new capabilities. - Bring customer and agent insights back to Product and Technology teams to influence future improvements. ## **What We're Looking For** - Demonstrated hands-on experience implementing and optimizing AI-powered customer support solutions. You've personally configured, launched, tuned, and measured AI servicing experiences—not simply managed a vendor or overseen an implementation. - Deep hands-on Zendesk administration experience, including triggers, routing, business rules, workflows, integrations, permissions, and reporting. - Experience with one or more AI customer servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar technologies. - Demonstrated success designing and implementing operational workflows and process improvements. - Experience building automations and configuring or integrating business systems. - Strong understanding of customer support operations and the judgment to determine when automation improves an experience and when human intervention is the better solution. - Experience using data to diagnose problems, prioritize opportunities, and measure the effectiveness of solutions. - Experience partnering closely with Product and Engineering teams to deliver new capabilities. - Comfort working as a hands-on individual contributor who can independently take a problem from discovery through implementation. - Curiosity about emerging technology and a bias toward experimentation, learning, and continuous improvement. **Nice to Have** - Experience migrating from Zendesk to Salesforce Service Cloud or another enterprise customer support platform. - Experience operating in complex or high-stakes customer service environments where accuracy and appropriate escalation are critical. - Experience integrating AI servicing platforms with CRM, support, knowledge management, and other customer-facing systems. ## **You're a Builder-Operator If You...** - You enjoy designing better ways of working and then rolling up your sleeves to build them. - You'd rather prototype a solution than spend weeks writing requirements for someone else to implement. - You can move fluidly between a customer problem, a process problem, and a technical solution. - You're comfortable getting deep into system configuration while still understanding the business outcome you're trying to achieve. - You don't automate for automation's sake—you know that the best solution may be AI, traditional automation, better process design, or a human. - You experiment, measure, learn, and iterate rather than assuming the first solution is the final one. - You get excited about emerging technology but care even more about whether it actually makes the customer experience better. ## **Why This Role Matters** The future of Customer Support isn't a choice between technology and people. It's about designing an experience that uses each where they add the most value. As AI capabilities and customer expectations continue to evolve, we're building a support model that can meet customers in different ways—from intelligent self-service and automation to trusted human expertise. Working alongside the Senior Manager of Customer Support Operations & AI Transformation, you'll be one of the people who makes that vision real. You'll build the systems, workflows, automations, and AI experiences that define the next generation of Customer Support at Justworks. The base wage range for this position based in our New York City Office is targeted at $121,000.00 to $151,000.00 per year. #LI-Hybrid #LI-JM1 Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location. For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit [Total Rewards @ Justworks](https://www.justworks.com/careers#total-reward-philosophy). # **Diversity At Justworks** Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at [accommodations@justworks.com](mailto:accommodations@justworks.com). Your comfort and success matter to us, and we're here to ensure an inclusive experience. [Our DEIB Report](https://www.justworks.com/press/company-news/justworks-impact-report-2024)