# Customer Support Solutions Lead

**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $121k – $151k/yr
**Skills:** Zendesk, Decagon, Intercom Fin, Sierra, Forethought, Workflow Automation, Business Systems Integration, Salesforce Service Cloud, CRM, Knowledge Management, Reporting, Support Operations
**Posted:** 2026-09-02

> Build and optimize AI-powered customer support experiences, Zendesk workflows, automations, and support technology processes. The role requires hands-on platform configuration, experimentation, data-driven optimization, and cross-functional delivery with Product, Engineering, and Support teams.

## Job Description

## Responsibilities

### Build AI-Powered Support Experiences
- Implement, configure, launch, and continuously optimize AI-powered customer support solutions.
- Configure AI servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar tools.
- Build and tune intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs.
- Design experiments, measure resolution and deflection performance, identify failure modes, and improve AI effectiveness.
- Evaluate emerging technologies and prototype capabilities that improve customer or agent experiences.
- Apply judgment to determine when automation is appropriate and when human expertise is required.

### Build and Optimize the Support Platform
- Administer and optimize Zendesk, including triggers, routing, business rules, queues, forms, integrations, permissions, workflows, and reporting.
- Simplify and improve the Zendesk environment while enabling AI and automation capabilities.
- Contribute to support technology architecture evolution and evaluate potential platform migrations.
- Translate future-state designs into implementation plans and execute configuration, workflow development, testing, and rollout.
- Ensure support technology is scalable, reliable, and designed around customer and agent needs.

### Improve Processes and Operations
- Map and redesign support processes to eliminate friction, unnecessary handoffs, and repetitive work.
- Translate business problems into scalable workflows, systems, and automation.
- Use CSAT, resolution time, wait time, deflection, quality, and agent productivity metrics to identify opportunities and measure outcomes.
- Define success measures for AI, automation, and process changes, then continuously optimize based on results.
- Partner with Support, Product, Engineering, Revenue Readiness, Revenue Operations, Customer Success, Data, and technology vendors.

## Requirements
- Hands-on experience implementing and optimizing AI-powered customer support solutions.
- 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.
- Experience designing and implementing operational workflows and process improvements.
- Experience building automations and configuring or integrating business systems.
- Strong understanding of customer support operations and appropriate use of automation and escalation.
- Experience using data to diagnose problems, prioritize opportunities, and measure solution effectiveness.
- Experience partnering with Product and Engineering teams to deliver new capabilities.
- Ability to work as a hands-on individual contributor and take problems from discovery through implementation.
- Curiosity about emerging technology and a bias toward experimentation and continuous improvement.

## Nice to Have
- Experience migrating from Zendesk to Salesforce Service Cloud or another enterprise customer support platform.
- Experience in complex or high-stakes customer service environments.
- Experience integrating AI servicing platforms with CRM, support, knowledge management, and other customer-facing systems.

## Compensation
- Annual base wage range: **$121,000.00–$151,000.00** for the New York City office.
- Compensation varies based on skills, relevant experience, and work location.
- Benefits and perks are provided under the company’s total rewards program.

## Similar jobs

- [Senior Technical CX Specialist](https://hotfix.jobs/jobs/bd544860-e981-43e9-a87e-b6a449510a26) - Harvey - San Francisco, CA - $112k – $168k/yr
- [Senior Client Support Specialist](https://hotfix.jobs/jobs/c98b8611-9e25-4241-82c4-9e5dce62e500) - Octus - Remote - $110k – $125k/yr
- [Senior Demand Planner](https://hotfix.jobs/jobs/8e6a0c40-f9b9-4379-abe7-a985ce4be552) - Northwood Space - Torrance, CA - $109k – $150k/yr
- [Senior Technical Customer Support Engineer, Federal](https://hotfix.jobs/jobs/b7d8fcd9-09d9-4870-bdbf-cc2176e5820a) - Clickhouse - Remote - $139k – $194k/yr
- [Senior Support Specialist, Ads](https://hotfix.jobs/jobs/d9448f37-2ec3-4ef8-a08f-c98ef90cee30) - OpenAI - San Francisco, CA - CA$140k – CA$188k/yr

**Apply:** https://hotfix.jobs/jobs/51047232-bdce-4e76-8a87-ff4197ef47e1
**Canonical:** https://hotfix.jobs/jobs/51047232-bdce-4e76-8a87-ff4197ef47e1